Associate, Client Portal Analyst

Posted Friday, February 14, 2025 at 6:00 AM Our Story Founded in 2008, Hightower is a wealth management firm that provides investment, financial and retirement planning services to individuals, foundations and family offices, as well as 401(k) consulting and cash management services to corporations. Hightower’s capital solutions, operational support services, size and scale empower its vibrant community of independent-minded wealth advisors to grow their businesses and help their clients achieve their vision of “well-th. rebalanced.” Based in Chicago with advisors across the U.S., we operate as a registered investment advisor (RIA). Your Future Team Reporting to the Manager, Client Portal, you will play a hands-on role in managing activities related to Hightower’s Client Portal. The ideal candidate will be a dedicated, and service-oriented individual who will focus on providing an exceptional experience for our end users. You will partner with vendor resources and our internal team to ensure seamless operations and an excellent advisor experience. Additionally, you will contribute to process improvements and standardization. What You’ll Do Centralized Management Manage advisor practice service requests by providing monitoring, reporting, and improving service processes. Address complex inquiries and escalations from internal and external stakeholders. Maintain and update the knowledge base to ensure access to the latest information and best practices. Serve as the Client Portal Services point of contact for advisor teams. Support advisor practices in processes related to Client Portal Services by providing exceptional customer service, addressing client inquiries, and resolving issues promptly and efficiently. Handle and resolve customer cases efficiently, including tracking the status of cases, ensuring timely responses, and closing cases once resolved. Assign and prioritize cases based on their urgency and complexity. Process Improvement Collaborate with internal team members to identify and implement process improvements and technical support that enhance service delivery. Track and deliver high-level reports on overall platform adoption and service metrics. Assist with Break Fix Reporting to track recurring issues and implement long-term solutions. Track case metrics and generate reports to monitor performance and identify areas for improvement. What You’ll Bring Bachelor’s degree in Finance, Business Administration, Information Technology, or a related field. 3+ years of experience in the Financial Services industry (Wealth Management preferred). Developed understanding of the operational details of the advisory business (e.g., RIA) functions (IT, Operations, Compliance) preferred. Ability to understand the client-facing perspective of our client portal. Excellent communication and interpersonal skills, with a desire to learn. Attention to detail and organizational skills. Ability to own and continually improve standard processes. Ability to manage multiple initiatives simultaneously in a fast-paced environment and prioritize tasks accordingly. Ability to work independently. A growth mindset, propensity to take initiative to constantly improve processes, workflows, and results. What We Offer Coverage on the first day of employment for medical, dental, and vision insurance. Paid parental leave (16 weeks for primary caregiver and 8 weeks for secondary caregiver). Mother’s lounge onsite. Flexible PTO plan. Free brand-new gym in the Chicago office. 401k matching plan. HSA employer contributions. Student loan assistance. Base salary of $82,000-$87,000 plus discretionary bonus (exact base salary amount will be dependent on experience). AN EQUAL OPPORTUNITY EMPLOYER: Hightower is an equal opportunity employer and does not discriminate based upon race, color, religion, sex, sexual orientation, pregnancy, marital status, national origin, citizenship, veteran status, ancestry, age (over 40), physical or mental disability, medical condition (cancer-related), gender identity or expression, genetic information including sickle cell or hemoglobin C trait, or any other consideration made unlawful by applicable federal, state, or local law. You are a U.S. citizen, U.S. permanent resident or possess other unrestricted U.S. work authorization and will not require sponsorship for U.S. work authorization now or anytime in the future. #J-18808-Ljbffr