Client Service Specialist II

About the role

Kestra Financial provides a leading independent advisor platform that empowers sophisticated, independent financial professionals, including traditional and hybrid RIAs, to prosper, grow, and provide superior client service. With a culture rich in reinvention and advisor advocacy, Kestra Financial has developed integrated business management technology that, combined with its personalized consulting services, offers exceptional scale and efficiency. Kestra Financial supports independent financial advisors in delivering comprehensive securities and investment advisory services to their clients.

Job Overview

As a Senior Client Service Associate, you are a highly experienced and influential individual contributor within the Account Services department. You will be responsible for overseeing and resolving complex processing challenges related to client account setup, maintenance, and asset transfers, often acting as a primary point of escalation and subject matter expert across multiple processing areas. Beyond processing, you will play a critical role in mentoring colleagues, identifying and implementing process improvements, and ensuring consistent delivery of exceptional service to advisors and their staff via comprehensive support, including managing advanced phone and Salesforce cases.

What You’ll Do

• Lead Complex Processing & Issue Resolution: Serve as a primary subject matter expert across multiple account services processing areas (e.g., New Accounts, Maintenance, Transfer of Assets, Specialty Services), handling escalated and highly complex transactions and inquiries.
• Process intricate new accounts, incoming and outgoing transfers, direct rollovers, Periodic Investment Plans (PIPs), Systematic Withdrawal Plans (SWPs), and special account features for both existing and transitioning firms, ensuring compliance with intricate requirements.
• Proactively identify and resolve Not-In-Good-Order (NIGO) issues, working directly with advisors and internal partners on complex solutions.
• Drive the resolution of unique or challenging account maintenance requests and transactional exceptions.
• Provide Advanced Client & Advisor Support: Act as a senior point of contact for critical operational needs of all clients and their support staff, offering expert guidance and solutions. Manage high-priority phone and email queues, handling complex inquiries that require in-depth research and cross-functional coordination. Oversee and resolve complex Salesforce cases, leveraging advanced system knowledge and problem-solving skills.
• Provide in-depth education and training to representatives and their assistants on complex operational procedures and AdvisorComplete® functionalities.
• Drive Operational Excellence & Team Leadership: Identify opportunities for process enhancements and efficiency gains, taking initiative to propose and implement solutions that improve departmental workflows and service quality. Mentor and provide guidance to junior Client Service Specialists and Associates, sharing expertise and fostering their development. Lead small projects or initiatives focused on improving internal procedures, documentation, or training materials. Collaborate with Sales Supervision, Legal, Compliance, and other departments to resolve complex paperwork and operational issues. Champion departmental efforts to exceed processing standards and contribute to a culture of continuous improvement, advocacy, and integrity.
• Analyze complex financial reports to identify discrepancies or trends impacting processing.
• Perform special projects and assignments requiring independent judgment and deep functional knowledge.

Qualifications

• High school diploma/GED required. Bachelor's degree in a relevant field (Finance, Business Administration, etc.) preferred, or equivalent extensive industry experience.
• 3+ years of relevant experience in financial services operations or client support, with a track record of handling complex tasks and leading initiatives.
• No direct supervisory responsibilities; acts as a subject matter expert and informal leader.