Client Experience Specialist (Hybrid)

LE0123 Focus Partners Wealth LLC; Portland (OR); Hybrid; USD 70,000 - 75,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

Focus Partners seeks a Client Service Specialist to provide exceptional operational service to advisory teams and clients. The role emphasizes owning client issues, coordinating with custodians, and delivering timely, solution-oriented support in a hybrid work setting with 3 days in office per week.

The position requires 3+ years in RIA client service, CRM proficiency, and strong teamwork. Compensation includes base salary with potential bonuses and full benefits.

Qualifications

• 3+ years in the RIA industry with custodian and client-facing service experience.
• Extensive knowledge of industry basics and back-office processes, including custodians (Charles Schwab and Fidelity).
• Proficiency in using Salesforce or a similar CRM system.
• Fast learner with excellent information processing and organizational skills.
• Can quickly absorb and organize large amounts of information from various sources and communication methods.
• 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.
• Embrace innovative approaches and ideas and adapt quickly to new methods.
• 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 via email, Teams, phone, and CRM/portal to meet SLAs.
• Maintain strong organizational and time management skills to handle competing priorities and manage expectations.
• Effectively handle a steady flow of diverse advisor and client requests and provide solutions to complex operations issues.
• Collaborate with custodian partners and internal departments to gather information, elevate issues, and communicate updates.
• Research and respond to inquiries to ensure a cohesive advisor and client experience while balancing advocacy for internal and external partners.
• Utilize CRM platforms such as Salesforce to manage client cases and ensure up-to-date documentation.
• Maintain clear, frequent communications with advisors and clients, providing timely progress updates.
• Demonstrate high attention to detail in processing client requests and transactions.
• Contribute to a positive team environment and provide training support for new team members.

Skills

RIA industry experience

Back-office knowledge

Salesforce

Fast learner

Information management

Problem solving

Adaptability

Teamwork

Innovation

Tech-savvy

Tools

Salesforce

Job description

Focus Partners seeks a Client Service Specialist to provide exceptional operational service to advisory teams and clients. The role emphasizes owning client issues, coordinating with custodians, and delivering timely, solution-oriented support in a hybrid work setting with 3 days in office per week.

The position requires 3+ years in RIA client service, CRM proficiency, and strong teamwork. Compensation includes base salary with potential bonuses and full benefits.