Advisor Case Resolution Lead

Kestra Financial, Inc.; Tempe (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Kestra Financial, Inc. is seeking a Client Service Case Manager in Tempe, AZ to manage and resolve complex service requests escalated from the Contact Center. You will coordinate with internal teams to drive timely resolutions and provide proactive updates to financial advisors.

Responsibilities include owning unresolved cases, maintaining detailed logs, and ensuring timely action with cross-department collaboration. Strong communication and problem-solving skills are essential.

Qualifications

• 3+ years in client service, operations, contact center support, wealth management, or financial services.
• One year at Kestra or 2+ years at a Wealth Management firm with similar case management role.
• Strong problem-solving and critical-thinking skills.
• Ability to manage multiple cases simultaneously with quality.
• Excellent written and verbal communication skills.
• Experience supporting financial advisors.
• Experience in case management, escalation management, or service recovery environments.
• Working knowledge of brokerage, advisory, and account servicing processes.
• Bonus: FINRA licenses as applicable.

Responsibilities

• Own unresolved cases escalated from the Contact Center.
• Resolve case-related issues using independent judgment.
• Maintain detailed case logs and updates for leadership review.
• Drive cases to resolution with proactive ownership and follow-through.
• Serve as the primary advisor contact throughout the case lifecycle.
• Document all actions, communications, and case notes accurately.
• Meet service level expectations and resolution timelines.
• Coordinate activities across multiple stakeholders for timely completion.
• Escalate barriers and delays appropriately while owning the case.
• Provide proactive status updates and next steps to advisors.
• Identify recurring issues and suggest process improvements.

Skills

Client service

Problem solving

Communication

Cross-functional collaboration

CRM systems

Escalation management

Financial services

SIE

Education

SIE certification

Series 7 within 1 year

FINRA Series 24 license (preferred)

Tools

CRM

Workflow management systems

Job description

Kestra Financial, Inc. is seeking a Client Service Case Manager in Tempe, AZ to manage and resolve complex service requests escalated from the Contact Center. You will coordinate with internal teams to drive timely resolutions and provide proactive updates to financial advisors.

Responsibilities include owning unresolved cases, maintaining detailed logs, and ensuring timely action with cross-department collaboration. Strong communication and problem-solving skills are essential.