Client Services Advocate

Client Service Advocate

The role of the Client Service Advocate (CSA) is a critical client-facing position and is the primary contact for selected clients. The CSA answers client inquiries, processes account transactions and serves as a subject matter expert on the products being serviced by the team. The CSA is responsible for training clients and internal team members on operational policies and procedures, as well as assisting with trading problems. The CSA also helps leadership to monitor workflow and ensures that all tasks are completed within established service level agreements.

Responsibilities:

• Cultivate and maintain strong relationships with clients.
• Anticipate client needs and proactively resolve issues and inquiries.
• Deliver a high level of service while serving as a trusted client resource.
• Assist with client training on processes, products, and systems.
• Train, mentor, and support new team members.
• Review client documentation and process requests accurately and efficiently.
• Prepare client-facing communications, reports, and correspondence.
• Analyze account and operational information to ensure quality and accuracy.
• Partner with multiple departments and systems teams to resolve client requests and operational tasks.
• Identify and recommend process improvement opportunities to enhance efficiency and client experience.
• Maintain a high degree of regulatory compliance and escalate potential risks appropriately.
• Support special projects and department initiatives as needed.
• Communicate professionally and effectively with clients, advisors, custodians, and internal stakeholders across the financial services industry.
• Ensure all client interactions and operational activities are completed with accuracy, timeliness, and attention to detail.

Qualifications:

• High school diploma required.
• 3+ years of client service experience within financial services.
• Demonstrated passion for delivering an exceptional client experience.
• Strong verbal and written communication skills.
• Ability to interact professionally and effectively with internal business partners, clients, and industry stakeholders.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to prioritize and manage multiple tasks, deadlines, and processes in a fast-paced environment.
• Highly detail-oriented with a focus on quality and accuracy.
• Effective time management and multitasking skills.
• Adaptable and comfortable working in a changing environment.
• Collaborative team player who contributes to a positive work environment.
• Growth-minded individual with a willingness to learn, evolve, and take on new challenges.

Preferred Qualifications:

• Bachelor's degree.
• Experience supporting Registered Investment Advisor (RIA) clients.
• FINRA Series 7 and Series 63 licenses.

Axos Employee Benefits May Include:

• Medical, Dental, Vision, and Life Insurance
• Paid Sick Leave, 3 weeks' Vacation, and Holidays (about 11 a year)
• HSA or FSA account and other voluntary benefits
• 401(k) Retirement Saving Plan with Employer Match Program and 529 Savings Plan
• Employee Mortgage Loan Program and free access to an Axos Bank Account with Self-Directed Trading

About Axos

Born digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We're a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers.

Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).

Learn more about working at Axos

Pre-Employment Background Check and Drug Test:

All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment drug screening, which includes screening for marijuana. Axos Bank is a federally regulated banking institution. At the federal level, marijuana is an illegal schedule 1 drug; therefore, we will not employ any person who tests positive for marijuana, regardless of state legalization.

Equal Employment Opportunity:

Axos is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state, and local laws.

Job Functions and Work Environment:

While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

E-Verify and Right to Work Notices

Axos participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States. The E-Verify program is an internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services.

IER Right to Work Poster (English/Spanish)

E-Verify Participation Poster (English/Spanish)