Customer Service Officers

Client Service Specialist

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. 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.

Occasional overtime may be required. 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.

Deliver accurate and timely service daily to advisors and clients with a "one contact resolution" mindset.

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.

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. 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. 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.

Builds trust and strong working relationships with advisors, clients, and Client Service team members through high-touch, personalized interactions, one interaction at a time.

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.
• 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. Other rewards may include an annual cash bonus and a comprehensive benefits package.

Focus Financial Partners