Client Service Leads serve as a key support to the Client Service Relationship Manager (CSRM) while providing hands-on leadership and operational oversight within the client service team. This role ensures continuity of service, peer guidance, and strong day-to-day execution and continuity of service.
ROLES & RESPONSIBILITIES
• Act as a point of escalation and guidance for Client Service Associates, providing coaching, peer mentorship, and real-time problem solving.
• Reinforce best practices, service standards, and compliance requirements across the team.
• Support onboarding and training of new team members, ensuring readiness to manage client needs effectively.
• Foster collaboration, accountability, and a client-first mindset within the team.
• Oversee client servicing processes including onboarding, transfers, account maintenance, and custodial coordination.
• Partners and is a liaison with departments, Managing Directors and/or Consultants to deliver seamless, high-quality client experience.
• Works closely with custodial partners to resolve any issues and provide continuous education to the Client Service Teams.
Leadership & Strategic Oversight
• Provide direction and leadership for Client Services activities, including onboarding, operations, servicing, and ongoing client support.
• Lead, coach, and develop Client Service employees, ensuring accountability, collaboration, and professional growth.
• Step in as backup to the CSRM by handling client inquiries, coordinating service delivery, and maintaining relationships when needed.
• Foster a culture of excellence, team mentality, transparency, and proactive client service within Client Service.
Client Servicing & Operational Excellence
• Support client servicing standards to ensure consistent, timely, and compliant execution of all requests and processes.
• Manage key workflows related to onboarding, transfers of assets (ACAT and paper-based), account maintenance, and custodian coordination.
• Partner with Managing Directors/Consultants to ensure smooth transitions, timely deliverables, and accurate communication with clients and third parties.
• Support implementation of new procedures, systems, or regulatory changes impacting client service.
• Escalate potential client, operational, or regulatory risks to the CSRM and leadership as appropriate.
Process Management & Governance
• Help maintain a high level of client satisfaction by ensuring issues are resolved promptly and professionally.
• Support adherence to compliance, risk management, and internal control standards.
• Escalate potential client, operational, or regulatory risks to the CSRM and leadership as appropriate.
• Support audit and compliance reviews by ensuring records, workflows, and communications meet firm documentation standards.
Data Management & Technology Alignment
• Oversee all institutional data structures and hierarchies within Salesforce Financial Services Cloud (FSC).
• Define and enforce standards for data entry, record linking, and field management to ensure accuracy and reporting consistency in FSC.
• Serve as a subject matter expert for data integrity across custodial and internal systems (Fidelity Wealthscape, Schwab, etc.).
Cross-Functional Collaboration
• Collaborate with departments, CSRM, and Managing Director of Services to align Institutional and Private Client Servicing models and identify firmwide synergies.
• Serve as the liaison between teams to ensure service continuity and information accuracy.
• Represent Institutional Services in internal committees, technology initiatives, and client experience discussions.
Training, Communication & Development
• Serve as a stabilizing presence during team or organizational changes, maintaining service consistency and confidence for clients.
• Facilitate onboarding and continuing education for Client Service team.
• Lead regular meetings to share updates, gather feedback, and reinforce best practices.
Requirements
• Bachelor's degree in business, finance, accounting, or a related field preferred.
• 5+ years of experience in wealth management, financial services, investment operations, or client service, with progressively increasing responsibility.
• Demonstrated expertise in account opening, account maintenance, and custodial service processes across multiple custodians.
• Advanced knowledge of financial planning concepts, investment account administration, and client service best practices.
• Proven ability to independently research, analyze, and resolve complex client, operational, and custodial issues.
• Strong understanding of workflow management, prioritization, and resource planning in a fast-paced environment.
• Experience serving as a subject matter expert and trusted resource for colleagues, advisors, and internal partners.
• Demonstrated success training, mentoring, onboarding, and developing team members to improve individual and team performance.
• High level of proficiency with wealth management technology platforms, CRM systems, custodial platforms, and electronic workflow tools, including DocuSign and related technologies.
• Exceptional organizational skills with the ability to manage multiple priorities while maintaining a high degree of accuracy and attention to detail.
• Strong leadership skills with the ability to influence, coach, and support team members without direct authority.
• Excellent problem-solving and decision-making abilities, including knowing when and how to appropriately escalate issues.
• Outstanding written and verbal communication skills with the ability to communicate clearly and professionally with clients, advisors, custodians, and internal stakeholders.
• Demonstrated emotional intelligence, professionalism, and sound judgment when handling sensitive client and employee matters.
• Proven ability to build collaborative relationships across teams and foster a positive, service-oriented culture.
• Commitment to delivering an exceptional client experience while upholding firm policies, procedures, and service standards.
• Ability to anticipate client and operational needs, proactively identify risks and opportunities, and implement practical solutions.
• Demonstrated ability to lead by example, drive continuous improvement, and contribute to the overall success of the Client Service team and the firm.
Preferred Qualifications
• Previous experience leading, mentoring, or coordinating the work of Client Service Associates or similar client service professionals.
• Experience supporting financial advisors, wealth advisors, and financial planners within a Registered Investment Advisor (RIA), broker-dealer, trust company, or similar financial institution.
• Industry licenses or professional designations such as FPQP®, CRPC®, CFP®, or other relevant certifications are a plus.
Salary Description
80k-95k
