Client Service Specialist

About the role

The Client Service Specialist plays a crucial role in delivering exceptional service to advisory teams and clients. They are the primary point of contact for operational and service requests and must manage multiple timelines and diverse requests efficiently.

Responsibilities

• Deliver accurate and timely service daily to advisors and clients with a “one contact resolution” mindset.
• Take ownership of client issues and work towards prompt resolution, following through until the matter is fully resolved.
• Handle all communications between custodians and Operations with advisors or clients.
• Provide comprehensive operational support to clients, which can include facilitating monetary, account opening, maintenance, and paperwork requests.
• Act as a strong advocate for our clients, demonstrating empathy and understanding their requests and needs.
• Prioritize and manage multiple advisor and client requests simultaneously through different communications channels (such as email, Microsoft Teams, phone, and CRM/portal), ensuring our service level agreements are met.
• Effectively handle a steady flow of diverse and various advisor and client requests and provide solutions to complex operations issues. This can involve working with custodian partners and various departments within the organization to gather information, escalate and track issues, propose win-win solutions, and communicate updates to advisors and clients.
• Collaborate closely with internal teams to research and respond to inquiries for a cohesive advisor and client experience while balancing advocacy for internal and external partners.
• Utilize customer relationship management (CRM) platforms such as Salesforce to manage and monitor client cases on a daily basis, ensuring accurate and up-to-date documentation and case progress.
• Maintain clear and frequent communications with advisors and clients, keeping them informed of progress and updates on their operations and service requests. This includes providing timely responses to client inquiries and proactively communicating updates.
• Demonstrate care, empathy, and a genuine desire to help advisors and clients.
• Demonstrate high attention to detail to ensure accurate and error-free processing of client requests, transactions, and client and advisor communications.
• Contribute to a positive team environment, deliver training support for our newest team members, and provide advisory team coverage support to team members.
• Build trust and strong working relationships with advisors, clients, and Client Service team members through high-touch, personalized interactions, one interaction at a time.

Qualifications

• 3+ years in the RIA industry with custodian and client-facing service experience.
• Extensive knowledge of industry basics and back-office processes, including custodians (Charles Schwab and Fidelity).
• Proficiency in using Salesforce or a similar CRM system.
• Fast learner with excellent information processing and organizational skills. Can quickly absorb and organize large amounts of information from various sources and communication methods and recall it when needed.
• Strong problem-solving skills and ability to think critically and work independently in resolving client issues.
• Flexibility and adaptability to work in a fast-paced, dynamic environment and a high-volume organization that is committed to a collaborative and client-focused experience.
• Work well in a team environment, fostering a collaborative and inclusive work culture.
• Embrace innovative approaches and ideas and adapt quickly to new methods.
• Must be comfortable using technology and daily multi-tasking across multiple web-based platforms and applications.

Benefits

The annualized base pay range for this role is expected to be between $55,000-$60,000. Actual base pay could vary based on factors including but not limited to experience, subject matter expertise, geographic location where work will be performed, and the applicant's skill set. The base pay is just one component of the total compensation package for employees. Other rewards may include an annual cash bonus and a comprehensive benefits package.

About Focus Financial Partners

Focus Financial Partners is a leading financial services firm comprised of integrated wealth management, family office, and business management services. Blending deep expertise and expansive resources with a boutique, client-first fiduciary philosophy, Focus helps individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus, visit www.focusfinancialpartners.com or follow the company on LinkedIn.

Equal Opportunity Employer

Focus Financial Partners is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by local, state and/or federal law. Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact careers@focuspartners.com.