Client Services Specialist II

Lead with Purpose. Partner with Impact. 

The Client Service Specialist is a front-line support role responsible for delivering prompt, accurate, and thoughtful service to financial advisors and their staff. This role blends relationship management, operational knowledge, and a service mindset to empower our advisors and ensure their ongoing success. 

This role requires strong technical knowledge, attention to detail, sound judgment, and a commitment to delivering a high level of service. This position also serves as a key development opportunity within the Wealth Management career path. Team members who successfully complete all required FINRA licensing requirements and demonstrate proficiency in client relationship management, advisory support, wealth planning processes, and overall job competencies may be eligible for advancement to the Wealth Advisor Associate role.

What You'll Do:

• Serve as the first point of contact for clients by professionally handling inbound phone calls and email inquiries.
• Manage a high-volume workload, responding to approximately 40-45 calls and 10-15 emails daily while maintaining exceptional service standards.
• Assist clients with a variety of account-related needs, including account servicing, cost basis inquiries, retirement plans, asset transfers, and password resets.
• Accurately document, track, and maintain client interactions and case details within Salesforce.
• Educate clients on company systems, products, processes, and service procedures to enhance their overall experience.
• Partner with internal departments and subject matter experts to efficiently resolve client questions and service requests.
• Stay informed of policy updates, system enhancements, and procedural changes to ensure accurate and compliant support.
• Maintain a structured work schedule and demonstrate flexibility to support department and business needs.
• Deliver a consistent, professional, and empathetic client experience focused on building trust and satisfaction.
• Contribute to departmental goals by meeting service level expectations, quality standards, and client satisfaction objectives.

What You Bring:

• 1-2 years of customer service experience, preferably within the financial services industry.
• Excellent verbal and written communication skills with the ability to build rapport and maintain positive client relationships.
• Proficiency in Salesforce, Advisor Complete, Streetscape, and the Microsoft Office Suite.
• Client-focused mindset with a strong commitment to delivering exceptional service.
• Ability to remain professional, composed, and solution-oriented in a fast-paced environment.
• Eagerness to learn new systems, processes, and industry concepts while continuously developing professional skills.
• Strong attention to detail with a demonstrated ability to follow through on tasks and commitments.
• Effective organizational and time-management skills, with the ability to prioritize competing responsibilities and multitask efficiently.
• Collaborative team player with strong problem-solving abilities and a proactive approach to client support.
• Adaptability and flexibility to navigate changing priorities, procedures, and business needs.
• Bachelor’s degree preferred