Advisor Services Case Resolution Lead

Kestra Holdings; Tempe (AZ); On-site; USD 70,000 - 105,000; Full time

Job summary

Kestra Holdings is seeking a Client Service Case Manager to own end-to-end resolution of escalated service requests, partnering with internal teams and financial advisors to drive timely outcomes.

The role requires strong communication, proactive updates, and ownership of the case lifecycle across multiple departments with adherence to SLAs.

Ideal candidates bring 3+ years in client service or wealth management and hold SIE/Series 7 within a year; FINRA Series 24 is a plus.

Qualifications

• 3+ years in client service, operations, wealth management, or financial services.
• Experience in case management, escalation, or service recovery environments.
• Ability to manage multiple cases simultaneously with accuracy.
• Excellent written and verbal communication skills.
• Experience supporting financial advisors.
• Working knowledge of brokerage and account servicing processes.

Responsibilities

• Own end-to-end management of unresolved service requests from escalation to resolution.
• Coordinate with internal teams and advisors to drive timely outcomes.
• Maintain detailed case logs and proactive status updates.
• Escalate barriers appropriately while maintaining case ownership.
• Provide professional communication and documentation throughout the lifecycle.
• Identify root causes and contribute to process improvements.
• Serve as primary advisor contact for issue resolution.
• Track progress on action items and SLAs.

Skills

Case management

Client service

Communication

Cross-functional collaboration

Problem-solving

Attention to detail

Time management

Wealth management & financial services

Education

Active SIE license

Series 7 within 12 months

FINRA Series 24 preferred

Tools

CRM software

Workflow management systems

Job description

Kestra Holdings is seeking a Client Service Case Manager to own end-to-end resolution of escalated service requests, partnering with internal teams and financial advisors to drive timely outcomes.

The role requires strong communication, proactive updates, and ownership of the case lifecycle across multiple departments with adherence to SLAs.

Ideal candidates bring 3+ years in client service or wealth management and hold SIE/Series 7 within a year; FINRA Series 24 is a plus.