Client Experience Specialist - Advisory Ops & CRM

Talentify; Houston (TX); Hybrid; USD 65,000 - 70,000; Full time

Job summary

Focus Partners is seeking a Client Service Specialist to join our team. You will be the go-to resource for all operational and service requests, delivering solutions-oriented service to advisers and clients with a one-contact resolution mindset.

This non-exempt role offers a hybrid work schedule, requiring three days in the office per week with up to two remote days. You will use Salesforce daily to manage cases and collaborate across teams to ensure a seamless client experience.

Qualifications

• 3+ years in the RIA industry with custodian and client-facing service experience.
• Extensive knowledge of custodians (Charles Schwab and Fidelity)
• Proficiency in using Salesforce or a similar CRM system.
• Fast learner with excellent information processing and organizational skills.
• Strong problem-solving skills and ability to think critically and work independently in resolving client issues.
• Flexibility and adaptability to work in a fast-paced, dynamic environment and a high-volume organization.
• Work well in a team environment, fostering a collaborative and inclusive work culture.
• Must be comfortable using technology and daily multi-tasking across multiple web-based platforms and applications.

Responsibilities

• Deliver accurate and timely service daily to advisors and clients with a "one contact resolution" mindset.
• Take ownership of client issues and work towards prompt resolution, following through until the matter is fully resolved.
• Handle all communications between the custodians and Operations with advisors or clients.
• Provide comprehensive operational support to clients, including facilitating monetary, account opening, maintenance, and paperwork requests.
• Prioritize and manage multiple advisor and client requests simultaneously through different communications channels, ensuring service level agreements are met.
• Research and respond to inquiries for a cohesive advisor and client experience while balancing advocacy for internal and external partners.
• Utilize Salesforce to manage and monitor client cases daily.
• Maintain clear and frequent communications with advisors and clients, with progress updates.
• Demonstrate high attention to detail to ensure accurate processing of client requests, transactions, and communications.
• Contribute to training and coverage for newer team members and advisory teams.
• Build trust with advisors and clients through high-touch, personalized interactions.

Skills

Customer service

Problem solving

Team collaboration

Tools

Salesforce

Job description

Focus Partners is seeking a Client Service Specialist to join our team. You will be the go-to resource for all operational and service requests, delivering solutions-oriented service to advisers and clients with a one-contact resolution mindset.

This non-exempt role offers a hybrid work schedule, requiring three days in the office per week with up to two remote days. You will use Salesforce daily to manage cases and collaborate across teams to ensure a seamless client experience.