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 and resource for operational and service requests, ensuring timely and accurate execution. This role involves close collaboration with custodians and internal teams to provide a seamless service and operations experience.

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.
• Coordinate tax return assembly & delivery (certified mailings, FedEx, UPS, encrypted links/emails & Docusign).
• Responsible for overall document organization including scanning and storage, both physical & within department management system.
• Communicate & coordinate receipt and delivery of tax organizers, incoming/outgoing data, returns, tax payments & bills with clients, advisors, and internal teams.
• Submit electronic tax filings and track acceptances.
• Manage and track notices, including state and local tax notices.

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, Fidelity, and Pershing).
• 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.