Client Service Director

Kestra Financial, Inc.; Tempe, Northern (AZ, KY); Híbrido; USD 120.000 - 170.000; Jornada completa

Descripción de la vacante

Kestra Financial, Inc. seeks a Client Service Director to deliver exceptional service to a defined group of financial advisors. You will own escalations, collaborate across teams, and advocate for advisors in internal decisions, while maintaining a high standard of client satisfaction.

Though not a people leader, you will demonstrate leadership traits—initiative, accountability, and influence—across cross-functional teams to improve advisor experience and retention.

Formación

• Senior client service professional with financial services background.
• Experience leading cross-functional initiatives and coordinating with internal teams.
• Proven ability to manage escalations from intake to resolution.
• Strong understanding of brokerage or advisory products is preferred.
• Able to build rapport with financial advisors and maintain retention.

Responsabilidades

• Act as the main contact for service-related matters for assigned advisor segment.
• Own and manage escalations from intake to resolution with internal teams.
• Partner with Business Development, Relationship Management to align on client strategies.
• Advocate for clients in decisions, ensuring timely and considerate resolutions.
• Respond to inquiries promptly to sustain satisfaction and retention.
• Flag at-risk relationships and lead cross-functional efforts to address gaps.
• Analyze advisor feedback and service metrics to identify improvement areas.
• Lead or contribute to cross-functional initiatives improving advisor experience.
• Support enterprise projects with a client lens for continuity and readiness.
• Collaborate to define best practices and scalable service enhancements.

Conocimientos

Client service leadership

Cross-functional collaboration

Relationship management

Escalation handling

Broker-dealer understanding

Strategic thinking

CRM systems familiarity

Operations/process orientation

Advisors support experience

Influence without authority

Educación

SIE

Series 7 License

Series 24 Preferred

Herramientas

CRM systems

Workflow tools

Financial platforms

Descripción del empleo

Lead with Purpose. Partner with Impact.

The Client Service Director is a senior individual contributor role within our Client Service team, responsible for delivering exceptional service experience to a defined group of financial advisors.

This role blends relationship management, operational expertise and follow-through, and cross-functional coordination. You’ll be the key point of contact for complex service matters, owning requests from start to finish and advocating for your advisors across internal teams. While this is not a people leader role, it requires strong leadership traits: initiative, accountability, and the ability to influence outcomes across teams.

What You’ll Do:

• Act as a point of contact for all service-related matters for your assigned advisor segment Develop a deep understanding of each firm’s structure, service preferences, and long-term goals


• Own and manage escalations from intake to resolution, coordinating with internal teams to deliver timely, effective outcomes


• Build strong partnerships with Business Development, Relationship Management, and internal teams to align on our client’s operational strategies and support growth and retention


• Serve as the client's internal advocate, ensuring their voice is represented in decisions and escalations are resolved with care and urgency


• Respond promptly to client concerns and inquiries, ensuring the highest levels of satisfaction and retention


• Proactively flag at-risk relationships and lead cross-functional efforts to address service gaps and retain client confidence


• Analyze advisor feedback, service metrics, and operational data to identify themes and areas for improvement.


• Lead or contribute to cross-functional initiatives aimed at improving advisor experience, increasing efficiency, or reducing service risk.


• Collaborate with peers and leadership to define best practices and implement scalable service enhancements.


• Support enterprise projects, platform updates, or new initiatives with a client lens, ensuring service continuity and change readiness.


• Bring thoughtful structure and strategy to ambiguous problems; assess root causes and propose high-impact solutions.


• Partner with other service directors to maintain consistency and share best practices across the client experience.

What You Bring:

• 8+ years of experience in client service, operations, or relationship management, preferably within financial services


• 5+ years of experience in a leadership or client-facing strategic role, with cross-functional collaboration


• 3+ years of broker-dealer experience


• Strong understanding of brokerage, advisory, or investment products and services


• Experience supporting or working closely with financial advisors is highly preferred


• Familiarity with CRM systems, workflow tools, and financial platforms is a plus


• Proven ability to handle escalations and/or complex client requests


• Ability to build rapport and trust in a fast-paced, professional environment


• Strong process orientation with an eye towards scalability and efficiency


• A proactive, solution-oriented mindset focused on delivering value to clients


• Problem solving and decision making skills with attention to process and risk

Certificates, Licenses, Registrations:

• SIE


• Series 7 License Required.


• Series 24 Preferred