Client Service Specialist

Focus Financial Partners; Portland (OR); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Focus Partners in Portland, OR, seeks a Client Service Specialist to deliver solutions-oriented service to advisory teams and clients. You will be the primary contact for operational requests, ensuring timely execution and high client satisfaction.

This role supports a hybrid work model with 3 days in office and up to 2 remote days per week, collaborating closely with internal teams to resolve issues and improve client experiences.

Qualifications

• Demonstrates strong customer service skills and client focus.
• Excellent verbal and written communication abilities.
• Comfort with coordinating multiple requests and prioritizing tasks.

Responsibilities

• Deliver accurate, timely service daily to advisors and clients with a one contact resolution mindset.
• Take ownership of client issues and drive prompt resolution until fully resolved.
• Manage communications between custodians, Operations, advisors, and clients.
• Provide operational support for monetary, account opening, maintenance, and paperwork requests.
• Prioritize and manage multiple advisor and client requests across email, Teams, phone and CRM, meeting SLAs.
• Collaborate with custodian partners and internal teams to resolve issues and provide solutions.
• Research and respond to inquiries for a cohesive advisor and client experience.
• Use Salesforce to manage client cases with up-to-date documentation.
• Maintain clear, proactive communications on progress and updates.
• Demonstrate high attention to detail in processing client requests and transactions.

Skills

Customer Service

Communication

Time Management

Problem Solving

Tools

Salesforce

MS Teams

Job description

Job Description Summary

Focus Partners is seeking a Client Service Specialist to join our team! The Client Service Specialist demonstrates a passion to serve and strives to provide exceptional service and exceed client expectations. They are responsible for delivering solutions-oriented service to advisory teams and clients. This includes being the go-to, primary contact and resource for all operational and service requests and overseeing the timely execution of those requests. The Client Service Specialist is part of dynamic team and department, and the role requires close teamwork and daily collaboration with teammates across Client Service and the organization.

Focus provides team members the flexibility to work a hybrid schedule. Our hybrid model is defined as 3 days in office work required per week, while giving team members the option to work remotely 2 day per week, or as assigned by their team leader.

Job Description

Primary 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, which can include facilitating monetary, account opening, maintenance, and paperwork requests.
• Prioritize and manage multiple advisor and client requests simultaneously through different communications channels (such as email, Microsoft Teams, phone, and CRM/portal), ensuring our service level agreements are met. This requires strong organizational and time management skills, as well as the ability to handle competing priorities and manage client and advisor expectations.
• Effectively handle a steady flow of diverse and various advisor and client requests and provide solutions to complex operations issues. This can involve working with custodian partners and various departments within the organization to gather information, elevate and track issues, propose win-win solutions, and communicate updates to advisors and clients.
• Collaborate closely with internal teams to research and respond to inquiries for a cohesive advisor and client experience while balancing advocacy for internal and external partners.
• Utilize customer relationship management (CRM) platforms such as Salesforce to manage and monitor client cases on a daily basis, ensuring accurate and up-to-date documentation and case progress.
• Maintain clear and frequent communications with advisors and clients, keeping them informed of progress and updates on their operations and service requests. This includes providing timely responses to client inquiries and proactively communicating updates.
• Demonstrate high attention to detail to ensure accurate and error-free processing of client requests, transactions,