Customer Success Associate

The Client Success Associate at Provenance Wealth Advisors plays a critical role in delivering high-quality, proactive support to Financial Advisors while ensuring an exceptional client experience. This position serves as both a vital team member, addressing inquiries, resolving issues, and upholding a high standard of client service. Beyond day-to-day tasks, the role is instrumental in advancing the firm’s global planning process. By managing administrative responsibilities efficiently, the Client Success Associate enables Advisor and Business Manager to dedicate more time to client-facing activities and strategic relationship management.

Technical Responsibilities

• Prepare and process new account paperwork, applications, and documentation.
• Navigate and maintain proficiency across multiple custodial platforms, including Raymond James, Charles Schwab, Fidelity, and other platforms utilized by the firm.
• Maintain accurate and complete client and household information within the firm’s CRM, including contact information, account details, relationships, service requests, tasks, and client notes.
• Process ongoing account maintenance and client service requests, including address and contact changes, beneficiary updates, insurance illustrations, account registration changes, money movement, ACH instructions, distributions, contributions, and other custodial requests.
• Assist with client meeting preparation of summaries, spreadsheets, applications and engagement letters.
• Facilitate execution and filing of estate planning documents;
  coordinate with attorneys to ensure proper document handling and tax ID follow-up.
• Create and manage electronic client files across various platforms.
• Prepare and manage electronic signature packages, monitor outstanding documents, follow up with clients, and submit completed paperwork to the appropriate custodian, carrier, or internal department.
• Track new business, service items, and insurance/investment coordination with internal systems.
• Maintain operational proficiency and knowledge by keeping up with new processes and procedures

Client-Facing Responsibilities

• Serve as a point of contact for clients;
  respond promptly and professionally to emails, calls, and service requests.
• Provide a high level of client service to effectively surpass client expectation.
• Proactively identify and resolve client issues in a timely, service-oriented manner.
• Onboard all new clients and prospects, ensuring a smooth and welcoming experience.
• Manage scheduling and coordination of meetings with clients, prospects, and external vendors.
• Act as liaison between clients and third-party advisors such as attorneys.
• Ensure all client interactions are conducted with a high level of professionalism and discretion.

Team Responsibilities

• Communicate and collaborate with internal team members to promote a unified client service approach.
• Meet weekly with Financial Advisor(s) to align on client needs, business tracking, and service opportunities.
• Collaborate across Firm Units to deliver a seamless client and prospect experience.
• Demonstrate a team-first mindset by supporting firm culture, strategic cooperation, and shared accountability.
• Model ethical standards, professionalism, and a high level of service in day-to-day work.
• Participate in PWA’s return-and-report culture by clearly tracking task deadlines and status updates.

Work environment

• This role is based in a professional office environment and routinely uses standard office equipment such as computers, phones, and photocopiers.
• Occasional travel may be required to attend meetings, conferences, and client engagements.
• The role requires the ability to manage multiple priorities and work in a fast-paced, dynamic environment.
• This role requires the ability to maintain strict confidentiality regarding sensitive company and client information.

Education/Experience

Required Qualifications

• 3-6 years of experience in the financial services industry
• FINRA Series 7 license
• Experience working with a CRM platform such as Practifi, Salesforce, Wealthbox, Redtail, or similar systems
• Proficiency in Microsoft Excel, Word, Outlook, and PowerPoint

Preferred Qualifications

• Associate's or Bachelor's degree
• Experience with Black Diamond
• Experience supporting client service, account opening, or wealth management operations

Job Skills

• Strong problem-solving and critical-thinking skills, with the ability to address client inquiries and resolve issues efficiently
• Exceptional organizational and time-management skills, with the ability to prioritize and manage multiple responsibilities in a fast-paced environment
• Professional, client-focused approach with a commitment to delivering a high level of service
• Strong attention to detail and accuracy when preparing reports, correspondence, and tracking documentation
• Responsive to client and team needs, with the ability to provide timely follow-up and maintain effective communication
• Demonstrated initiative, accountability, and a strong work ethic
• Excellent verbal and written communication skills, with the ability to interact effectively with clients, colleagues, and leadership
• Ability to work both independently and collaboratively in a team-oriented environment
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive client information
• Adaptable and resourceful, with a willingness to learn new systems, processes, and technologies

Affirmative Action/EEO Statement

Provenance Wealth Advisors is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. We are dedicated to the principles of equal employment opportunity and affirmative action, and we encourage applications from all qualified individuals regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic. We believe that a diverse workforce enriches our organization and enhances our ability to meet the needs of our clients and community.