Client Service Specialist

Client Service Specialist

Santa Rosa, CA

Position Summary

Focus Partners Wealth is seeking a Client Service Specialist to join our team! The Client Service Specialist demonstrates a passion to serve and strives to provide exceptional service and exceed client expectations. They are responsible for delivering solutions-oriented service to advisory teams and clients. This includes being the go-to, primary contact and resource for all operational and service requests and overseeing the timely execution of those requests. This role partners closely with custodians and internal Focus Partners teams to provide an accurate and streamlined service and operations experience. Excellent client communication skills, an ownership mindset, and the ability to manage multiple timelines and diverse requests are required for this role. Utilizing Salesforce or a similar CRM system to manage and track client cases is a key part of the day-to-day. The Client Service Specialist is part of dynamic team and department, and the role requires close teamwork and daily collaboration with teammates across Client Service and the organization.

Duties may fluctuate with season volumes, market volatility, and team coverage, so flexibility and adaptability are critical. Occasional overtime may be required. Attention to detail, taking initiative and being proactive, successful problem solving, and consistent follow-through are essential to be successful in this role.

Focus provides team members the flexibility to work a hybrid schedule. Our hybrid model is defined as 3 days in office work required per week, while giving team members the option to work remotely 2 day per week, or as assigned by their team leader.

Primary Responsibilities

• Deliver accurate and timely service daily to advisors and clients with a "one contact resolution" mindset.
• Take ownership of client issues and work towards prompt resolution, following through until the matter is fully resolved.
• Handle all communications between the custodians and Operations with advisors or clients.
• Provide comprehensive operational support to clients, which can include facilitating monetary, account opening, maintenance, and paperwork requests.
• Act as a strong advocate for our clients, demonstrating empathy and understanding their requests and needs.
• Prioritize and manage multiple advisor and client requests simultaneously through different communications channels (such as email, Microsoft Teams, phone, and CRM/portal), ensuring our service level agreements are met. This requires strong organizational and time management skills, as well as the ability to handle competing priorities and manage client and advisor expectations.
• Effectively handle a steady flow of diverse and various advisor and client requests and provide solutions to complex operations issues. This can involve working with custodian partners and various departments within the organization to gather information, escalate and track issues, propose win-win solutions, and communicate updates to advisors and clients.
• Collaborate closely with internal teams to research and respond to inquiries for a cohesive advisor and client experience while balancing advocacy for internal and external partners.
• Utilize customer relationship management (CRM) platforms such as Salesforce to manage and monitor client cases on a daily basis, ensuring accurate and up-to-date documentation and case progress.
• Maintain clear and frequent communications with advisors and clients, keeping them informed of progress and updates on their operations and service requests. This includes providing timely responses to client inquiries and proactively communicating updates.
• Demonstrate care, empathy, and a genuine desire to help advisors and clients.
• Demonstrate high attention to detail to ensure accurate and error-free processing of client requests, transactions, and client and advisor communications.
• Contribute to a positive team environment, deliver training support for our newest team members, and provide advisory team coverage support to team members.
• Must work well independently and in a collaborative team environment, where team members are based in different geographic locations.
• Builds trust and strong working relationships with advisors, clients, and Client Service team members through high-touch, personalized interactions, one interaction at a time.

Qualifications

• 3+ years in the RIA industry with custodian and client-facing service experience
• Extensive knowledge of industry basics and back-office processes, including custodians (Charles Schwab and Fidelity)
• Proficiency in using Salesforce or a similar CRM system.
• Fast learner with excellent information processing and organizational skills. Can quickly absorb and organize large amounts of information from various sources and communication methods and recall it when needed.
• Strong problem-solving skills and ability to think critically and work independently in resolving client issues.
• Flexibility and adaptability to work in a fast-paced, dynamic environment and a high-volume organization that is committed to a collaborative and client-focused experience.
• Work well in a team environment, fostering a collaborative and inclusive work culture.
• Embrace innovative approaches and ideas and adapt quickly to new methods.
• Must be comfortable using technology and daily multi-tasking across multiple web-based platforms and applications.

The Client Service Specialist is a non-exempt position. The annualized base pay range for this role is expected to be between $70,000-$75,000. Actual base pay could vary based on factors including but not limited to experience, subject matter expertise, geographic location where work will be performed, and the applicant's skill set. The base pay is just one component of the total compensation package for employees. Other rewards may include an annual cash bonus and a comprehensive benefits package.