Client Services Specialist

About the Role The Client Services Specialist is a critical role responsible for ensuring the operational excellence and seamless experience of DriveWealth's global B2B clients. This role oversees the daily operational support functions, acting as the primary escalation point for complex inquiries related to the API-based investing platform. Success in this role means not only resolving client issues quickly and accurately but also strengthening operational processes and ensuring regulatory adherence. The role works cross-functionally—particularly with Client Onboarding, Engineering, and Compliance—to implement a scalable and world-class support model. They own documentation and refinement of support workflows, directly contributing to client satisfaction and the firm's overall stability. What You’ll Do Serve as the primary point of contact for escalated support inquiries from clients, ensuring timely, accurate, and service-oriented responses. Investigate and troubleshoot client-reported issues by collaborating cross-functionally with Client Growth, Product, Engineering, and Operations. Triage incoming cases, assess urgency, and elevate further when necessary, maintaining thorough and organized case documentation to track status, trends, and client feedback. Build strong rapport with clients by providing consistent, high-quality support and proactive communication. Identify patterns across inquiries to recommend process improvements, workflow updates, and product enhancements. Support the development of client-facing Help Center content, FAQs, and internal documentation to reduce recurring escalations. Contribute to ongoing client enablement by helping refine training materials, onboarding flows, and operational guides. Work cross-functionally with Client Onboarding and Relationship Management teams to create a seamless support model for current and future clients. Create a collaborative working relationship with the Engineering team to enhance the automation of back-office systems and workflows. Conduct meetings with the Compliance and Legal Departments to review, maintain, and update the firm's written supervisory procedures related to operational support and applicable laws, rules, and regulations. Participate in weekend support coverage (at least one weekend day ongoing). You Bring Minimum 3+ years of experience in Financial Services and/or Fintech, with specific experience in self-clearing, omnibus clearing, or correspondent clearing relationships. Series 24 or ability to obtain. A track record of ownership and disciplined execution in high-stakes environments. The ability to prioritize ruthlessly, focusing on what’s critical versus important to drive work to completion. A client-oriented mindset with an understanding of how your work impacts clients. Strength in cross-functional partnership with the judgment to coordinate across multiple teams. A bias toward transparency, accountability, and responsiveness in everything you do. Committed to continuous improvement and implicitly believes that we > I. Impeccable high integrity, sound judgment, and a deep respect for risk, control, and operational excellence. Bachelor’s Degree in a relevant subject (e.g., Finance, Business, Technology) or equivalent experience. Location This role is open to candidates in the following location: Chicago, Illinois This role is expected to come into the office on a cadence set by the Hiring Manager/Team. If you’re not based in the location listed above, this role is not a fit, and we cannot accommodate remote work outside these locations. Applicants must be authorized to work for any employer in the U.S. DriveWealth does not sponsor or take over sponsorship of an employment visa at this time. Pay Range: $90,000 – $100,000 USD Work Authorization Applicants must possess the legal right to work in the country where the position is located at the time of application. DriveWealth requires all employees to provide original documentation verifying their work authorization on or before their first day of employment. For U.S.-based roles: Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future visa sponsorship. DriveWealth does not provide visa sponsorship or support for employment authorization, including transfers, at this time. Offers of employment are strictly contingent upon an individual’s ability to secure and maintain the legal right to work at the Company. Equal Employment Opportunity To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply. Agency Disclaimer DriveWealth does not accept agency resumes. Do not forward resumes to our jobs alias, employees, or any other organization location. DriveWealth is not responsible for any fees related to unsolicited resumes. #J-18808-Ljbffr