Strategic Client Experience Director

Kestra Financial, Inc.; Tempe, Northern (AZ, KY); Hybrid; USD 120,000 - 170,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

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

Education

SIE

Series 7 License

Series 24 Preferred

Tools

CRM systems

Workflow tools

Financial platforms

Job description

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.