Client Experience Lead

Oakline Private Wealth; United States; On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health insurance reimbursement

Licensing support

Job summary

Oakline Private Wealth is seeking a Client Experience Director to serve as the operational backbone of the practice. You will own client service, communications, and process improvements to deliver the white-glove experience our clients expect.

You will work closely with the founders and advisors across client service, operations, technology, and marketing. This foundational role offers growth as the firm scales and more responsibility emerges.

Qualifications

• 3+ years in client service, operations, or administration in a professional service-based business.
• Exceptional organization and follow-through; you track many moving pieces and close every loop.
• Strong interpersonal skills and customer service capabilities.
• Clear, warm, professional writing and phone presence with clients, custodians, and carriers.
• Comfort learning new software quickly and connecting tools so they work together.
• Sound judgment and discretion with confidential client information.
• A proactive mindset: you spot issues and fix them before anyone asks.

Responsibilities

• Facilitate day-to-day client correspondence, assist with answering general client questions, and requests.
• Send quarterly review meeting invitations and resolve scheduling conflicts.
• Prepare meeting summaries and draft follow-up emails after client meetings.
• Make a weekly round of calls to clients with outstanding signatures to keep paperwork moving.
• Lead the firm's client gift and appreciation program.
• Facilitate and communicate with investment account custodians to ensure client accounts align with stated objectives and resolve administrative or paperwork issues.
• Lead Monday prep for the week's client review meetings.
• Anticipate paperwork needs so forms are ready before the meeting.
• Flag client service topics advisors should address.
• Keep our technology stack working together smoothly: everything from CRM to financial planning software, and the client portal.
• Client file and record organization.
• Spot workflow gaps and recommend improvements as the firm scales.
• Create social media content that ties the firm's message to timely topics and planning strategies.
• Write, design, and send the monthly client newsletter.
• Build client deliverables on request, growing to the point of producing them independently.

Skills

Client service

Organization

Interpersonal skills

Written communication

Software fluency

Education

Bachelor's degree in finance, business, marketing, or related field

Tools

CRM

Financial planning software

Job description

Oakline Private Wealth is a young, fast-growing independent wealth management practice. We help families and individuals build, protect, and transfer wealth by means of comprehensive planning, thoughtful portfolio management, household insurance coverage analysis, tax and estate planning, and secure retirement income solutions.

Our client base is expanding quickly, and the white glove experience we deliver is the reason why. We are now hiring our first team member: someone who will own that experience end to end and grow with the firm.

Role Description

As Client Experience Director, you will be the operational backbone of the firm and the person clients trust to get things done. You will make sure every account, document, meeting, and message reflects the standard our clients expect.

You will work directly with the firm's founders and advisors. Your days will span client service, operations, technology, and marketing. That breadth makes this role ideal for someone who wants to understand how a wealth management practice runs from the inside, and to help build it.

This is a foundational hire. As the firm grows, so will your scope, autonomy, and influence on how we serve clients.

Role Responsibilities

Client Service & Communication

• Facilitate day-to-day client correspondence, assist with answering general client questions, and requests
• Send quarterly review meeting invitations and resolve scheduling conflicts
• Prepare meeting summaries and draft follow-up emails after client meetings
• Make a weekly round of calls to clients with outstanding signatures to keep paperwork moving
• Lead the firm's client gift and appreciation program
• Facilitate and communicate with investment account custodians to ensure client accounts align with stated objectives and resolve administrative or paperwork issues.

Weekly Meeting Preparation

• Lead Monday prep for the week's client review meetings
• Anticipate paperwork needs so forms are ready before the meeting
• Flag client service topics advisors should address
• Keep our technology stack working together smoothly: everything from CRM to financial planning software, and the client portal.
• Client file and record organization
• Spot workflow gaps and recommend improvements as the firm scales

Marketing & Firm Content

• Create social media content that ties the firm's message to timely topics and planning strategies
• Write, design, and send the monthly client newsletter
• Build client deliverables on request, growing to the point of producing them independently

Qualifications

Required

• 3+ years in client service, operations, or administration, at a professional service-based business
• Exceptional organization and follow-through; you track many moving pieces and close every loop
• Strong interpersonal skills and customer service capabilities
• Clear, warm, professional writing and phone presence with clients, custodians, and carriers
• Comfort learning new software quickly and connecting tools so they work together
• Sound judgment and discretion with confidential client information
• A proactive mindset: you spot issues and fix them before anyone asks

Preferred

• Past experience working at an RIA, broker-dealer, wealth management firm, or insurance agency
• Hands-on experience with CRM, plus financial planning and/or reporting software
• Content creation skills: social media, newsletters, or design tools like Canva
• Bachelor's degree in finance, business, marketing, or a related field

Why Join Oakline?

• Ground-floor opportunity. As our first hire, you will shape how the firm operates and help build the team that follows.
• Direct mentorship. Work side by side with the founders and learn the business of wealth management from the inside.
• Room to grow. Scope, responsibility, and compensation grow as you do, with support for licensing and professional designations.
• Meaningful work. Every task you own makes a real difference to the families we serve.

Compensation Package

• $60,000 to $75,000 USD base + performance bonus / incentive structure opportunities
• Monthly health insurance reimbursement (QSEHRA): up to $500 individual / $1,000 family
• Support for licensing and professional designations