Wealth Management Senior Customer Service Specialist

Senior Customer Specialist

The Senior Customer Specialist serves as a trusted escalation resource and relationship builder for the Park Avenue Wealth Management Customer Service Desk. This individual is responsible for supporting complex advisor, client, and internal partner inquiries, acting as the first point of contact for escalations, and ensuring that each interaction is handled with accuracy, empathy, professionalism, and ownership.

This role is designed for an experienced service professional who can navigate complex situations, build trust with advisors and internal stakeholders, identify recurring service trends, and partner with team leaders to improve training, procedures, and operational effectiveness. The Senior Customer Specialist helps create meaningful service experiences that reinforce confidence in the Wealth Management Customer Service Desk and strengthen relationships across Park Avenue Wealth Management.

Key Responsibilities

Escalation and Complex Issue Management

• Serve as the first point of contact for escalated advisor, client, and internal partner inquiries requiring advanced research, judgment, and follow-through.
• Own complex service issues from intake through resolution, ensuring timely communication, accurate documentation, and clear expectations with all parties involved.
• Partner with internal subject matter experts, operations teams, technology teams, and business partners to resolve issues efficiently and accurately.
• Apply sound judgment, policy knowledge, and service expertise to determine appropriate next steps and ensure consistent handling of escalated matters.
• Ensure Customer Service Representatives are following established escalation procedures, including proper issue identification, documentation, routing, and communication expectations.
• Identify issues that require leadership awareness, risk review, operational change, or broader communication to the service desk.

Advisor, Client, and Partner Relationship Management

• Build meaningful relationships with advisors, their support staff, clients, and internal partners through consistent, responsive, and trusted service interactions.
• Represent the Customer Service Desk as a reliable and knowledgeable partner who demonstrates empathy, accountability, and professionalism.
• Help restore confidence in situations where service expectations have not been met by listening carefully, communicating clearly, and driving resolution.
• Serve as a relationship bridge between frontline service, relationship management, operations, technology, and advisor-facing teams.
• Promote a service culture focused on creating moments that matter through trust, expertise, and ownership.

Trend Identification and Continuous Improvement

• Track and document recurring escalation themes, complex service issues, process gaps, advisor pain points, and knowledge gaps observed across the desk.
• Analyze escalation trends to help team leaders determine whether additional training, procedural clarification, technology updates, or operational changes are needed.
• Provide actionable feedback to leadership on emerging risks, service inconsistencies, and opportunities to improve accuracy, efficiency, and the advisor experience.
• Partner with team leaders to reinforce complete and accurate information delivery across the Customer Service Desk.

Team Support and Knowledge Sharing

• Support Customer Service Desk representatives by serving as a knowledgeable resource for complex questions, unusual scenarios, and escalation readiness.
• Share expertise in a way that strengthens team confidence, reinforces service standards, and promotes consistent execution.
• Help team leaders identify coaching opportunities, training needs, and best practices based on escalation patterns and call observations.
• Participate in team huddles, training discussions, and process review sessions to promote continuous learning.
• Model strong service behaviors, including active listening, clear communication, accountability, and a calm approach to difficult situations.

Required Qualifications

• Demonstrated experience in a customer service, advisor support, financial services, operations, or wealth management service environment.
• Strong understanding of service desk operations, escalation handling, client service standards, and relationship-based support.
• Ability to research, interpret, and communicate complex information accurately and clearly.
• Strong verbal and written communication skills with the ability to tailor messages to advisors, clients, peers, and internal partners.
• Proven ability to manage multiple priorities, follow through on commitments, and maintain professionalism under pressure.
• Experience identifying process gaps, documenting trends, and recommending practical improvements.
• Comfort working with service systems, knowledge resources, CRM tools, and Microsoft Office applications.

Preferred Qualifications

• Prior experience supporting financial advisors, wealth management platforms, brokerage operations, investment operations, or client service teams.
• Experience mentoring peers, supporting training initiatives, or assisting with quality and knowledge management efforts.
• Familiarity with Park Avenue Wealth Management processes, advisor support models, client service expectations, and operational workflows.
• Ability to translate complex operational or technical information into clear guidance for service representatives and advisors.

Role Competencies

• Customer-Centric Judgment: Balances empathy, ownership, policy knowledge, and business judgment when resolving complex issues.
• Relationship Building: Creates trust with advisors, clients, internal partners, and service desk colleagues through reliability and follow-through.
• Escalation Ownership: Takes accountability for difficult issues and drives resolution through collaboration and clear communication.
• Analytical Thinking: Identifies trends, root causes, and service gaps that may require training, process clarification, or operational improvement.
• Communication Excellence: Communicates complete, accurate, and timely information in a professional and easy-to-understand manner.
• Team Leadership Without Authority: Influences peers through knowledge sharing, modeling service standards, and supporting team learning.
• Adaptability: Responds effectively to changing priorities, new processes, technology updates, and evolving advisor needs.

Measures of Success

• Escalated issues are resolved accurately, timely, and with clear communication to advisors, clients, and internal partners.
• Advisor and internal partner trust is strengthened through consistent ownership, professionalism, and follow-through.
• Recurring escalation trends are documented and shared with leadership in a way that supports training, process improvement, or operational change.
• Service representatives receive timely guidance and support that improves consistency, accuracy, and confidence across the desk.
• Knowledge gaps, process gaps, and service pain points are identified early and translated into actionable recommendations.
• The Customer Service Desk continues to provide complete, accurate, and relationship-driven support aligned to the needs of advisors and their clients.

Salary Range: $49,260.00 - $73,890.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.