Client Service Specialist

About the role

Focus Partners is seeking a Client Service Specialist to join our team. The Client Service Specialist demonstrates a passion to serve and strives to provide exceptional service and exceed client expectations. They are responsible for delivering solutions-oriented service to advisory teams and clients, acting as the go-to, primary contact and resource for all operational and service requests and overseeing the timely execution of those requests. The role is part of a dynamic team and department, requiring close teamwork and daily collaboration with teammates across Client Service and the organization. Focus Partners offers a hybrid work schedule: three days in‑office per week with the option to work remotely two days per week, or as assigned by the team leader.

Focus Partners is a wealth, asset, and business management firm that supports clients at every stage of life with research‑backed investment strategies, custom‑built portfolios, and personalized wealth planning solutions in all 50 states. It is part of Focus, a leading financial services firm comprised of wealth management, family office, and business management services.

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 the custodians and Operations with advisors or clients.
• Provide comprehensive operational support to clients, which can include facilitating monetary, account opening, maintenance, and paperwork requests.
• Prioritize and manage multiple advisor and client requests simultaneously through different communications channels (such as email, Microsoft Teams, phone, and CRM/portal), ensuring service level agreements are met.
• Effectively handle a steady flow of diverse advisor and client requests and provide solutions to complex operations issues, working with custodian partners and various internal departments to gather information, escalate and track issues, propose win‑win solutions, and communicate updates.
• 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, providing timely responses and proactively communicating updates.
• Demonstrate high attention to detail to ensure accurate and error‑free processing of client requests, transactions, and client and advisor