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Focus Financial Partners · 11 hours ago

Client Service Specialist

Denver, CO

Full-time

Hybrid

Mid Level

$61K/yr - $76K/yr

3+ years exp

Focus Partners Wealth is a leading partnership of fiduciary wealth management firms, and they are seeking a Client Service Specialist to join their team. This role is responsible for delivering exceptional service to advisory teams and clients, acting as the primary contact for operational requests and ensuring timely execution of those requests.

Asset ManagementFinanceFinancial ServicesWealth Management

Growth Opportunities

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

Act as a strong advocate for our clients, demonstrating empathy and understanding their requests and needs

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, escalate 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 care, empathy, and a genuine desire to help advisors and clients

Demonstrate high attention to detail to ensure accurate and error-free processing of client requests, transactions, and client and advisor communications

Contribute to a positive team environment, deliver training support for our newest team members, and provide advisory team coverage support to team members

Must work well independently and in a collaborative team environment, where team members are based in different geographic locations

Builds trust and strong working relationships with advisors, clients, and Client Service team members through high-touch, personalized interactions, once interaction at a time

Qualification

RIA industry experienceSalesforce proficiencyBack-office processes knowledgeProblem-solving skillsOrganizational skillsClient communicationTeam collaborationFlexibilityAdaptability

Required

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 and recall it when needed

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 that is committed to a collaborative and client-focused experience

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