AVP, Client Service

NFP Corp; Los Angeles (CA); Hybrid; USD 80,000 - 115,000; Full time

Benefits offered by this job

Competitive salary

PTO & paid holidays

401(k) with match

Health & wellness programs

Job summary

NFP Corp in Los Angeles is seeking a Client Service Manager responsible for ensuring exceptional service for clients while leading their team. This role involves direct client engagement and overseeing operations to improve efficiency across the team.

With a salary range of $80,000 – $115,000, applicants should possess experience in financial planning and strong problem-solving abilities. The ideal candidate must be comfortable with various software applications and demonstrate leadership skills, as teamwork and collaboration are emphasized.

Qualifications

• Previous back-office operations or executive/administrative assistant experience is required.
• High-touch, direct client experience is essential.
• Excellent computer skills and comfort with various applications.

Responsibilities

• Lead a team of Client Service professionals and promote department goals.
• Oversee clients and manage the workload distribution among team members.
• Collaborate on CSA training materials and assist with strategic direction.

Skills

Client management

Problem-solving

Communication

Technical proficiency

Team management

Tools

Microsoft Office

CRM software

Job description

Summary

The Client Service Manager will have responsibility for ensuring that every client receives exceptional service and that the Client Service team members they manage deliver consistent exceptional service. The Client Service Manager supervises Client Service Associates in the performance of their duties and is responsible for contributing ideas for department processes, procedures and protocols. It is expected that this role will continue to act as a CSA for an assigned group of clients in addition to leading their team of CSAs. Required to be in the office at least two days per week for the purposes of management and supervision of direct team, as well as collaboration and relationship building with managers, members of other teams, and client-facing staff.

Responsibilities

• Continues to act as a CSA for assigned clients.
• Leads a team of Client Service professionals and optimizes Client Service operations by executing on the following:
  • Promotes department goals by motivating and training employees.
  • Coordinates and provides day-to-day oversight to employees including managing the CSA workload distribution and ensuring CSA back‑up coverage during vacations and absences.
  • Leads their direct reports through the performance management lifecycle including:
    • Providing direction and support to employees on goal setting and career development planning.
    • Developing and delivering performance reviews as well as ongoing feedback conversations to support growth and development.
    • Making recommendations related to compensation (bonuses and increases) and communicating decisions with team members.
  • In collaboration with other Client Service team members, identifies and leads opportunities to make changes that improve operations across the team.
  • Engages with leaders, peers, and staff; share successes and promotes teamwork, collaboration and manages conflicts appropriately and efficiently.
  • Collaborates on CSA training materials and curriculum.
  • Assists leadership in setting strategic direction for key programs.
  • Serves as escalation point for challenging Client Service issues.
  • Collaborates closely with other managers in their respective office and region such as Client Ops Manager(s), Office Lead(s), the manager(s) of Advisor Associates and others outside of function to build team connectivity and positive team culture.
  • Utilizes CRM application to perform various functions, such as submitting/assigning tasks, running dialogues (onboarding/offboarding of clients, new contract, and RMD requests), creating new contact entries, updating existing contact information, utilizing the dashboard feature to track tasks, run reports, etc.
  • Exercises independent judgment across a broader range of areas. Addresses issues, future needs, and the adaptation of new processes, methods, and technologies.
  • Performs other duties as and when needed.

Qualifications

• Previous back‑office operations or executive/administrative assistant experience, including experience in financial planning and/or the securities industry.
• High‑touch, direct client experience is essential.
• Understanding of the value proposition of being a fee‑only fiduciary.
• Previous supervisory experience managing teams is a plus.
• Excellent computer skills and general technical ability; comfort with navigating various software applications and systems.
• Proficiency in Microsoft Office is required; experience with any CRM, portfolio management, and document management software is highly preferred.
• Continuously exhibits personal integrity and professional initiative and a personable attitude.
• Strong problem‑solving and influence/consensus‑building skills.
• Strong communication and organizational skills.
• Ability to work through questions and concerns collaboratively.
• Required to be in the office at least two days per week, for the purposes of management and supervision of direct team, as well as collaboration and relationship building with managers, members of other teams, and client‑facing staff.

Benefits

Wealthspire Advisors is proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others.

Salary

The base salary range for this position is $80,000 – $115,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case‑based basis. In addition to the base salary, this position may be eligible for performance‑based incentives.

Equal Employment Opportunity

Wealthspire is committed to fostering an inclusive work environment that values diversity as a fundamental asset. Research substantiates that diverse teams are not only more innovative but also make more informed decisions, leading to increased employee engagement and client satisfaction.

• Equal Opportunity: We are an equal opportunity employer. All employment decisions are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, religion, color, gender, age, national origin, sexual orientation, marital status, veteran status, or disability status.
• Culture Add Over Culture Fit: Rather than seeking candidates who merely fit into our existing culture, we prioritize those who will add new dimensions to it. We welcome individuals who bring unique perspectives, experiences, and skills that enrich our team and client interactions.
• Inclusive Excellence: We believe that true excellence can only be achieved in an environment where every employee feels empowered and included. Our commitment to diversity extends beyond hiring practices to every facet of our business.

Wealthspire is an inclusive Equal Employment Opportunity employer.