Role DescriptionAbout the RoleWe are looking for an experienced Service Lead to join our advisor technology platform team and support the primary liaison function between financial advisors and our internal operations, data, sales, and implementation teams. This is a high-impact, client-facing role for someone who thrives at the intersection of wealth management, technology, and service excellence.
You will play a critical supporting role in the advisor service experience - helping to diagnose pain points, executing on service processes, triaging data and platform issues, and ensuring advisors receive timely, high-quality support. This role is ideal for someone with a solid wealth management foundation who is looking to grow into a senior service leadership position.
Key ResponsibilitiesAdvisor Service & Relationship Management- Support as a key point of contact for advisor inquiries, escalations, and ongoing service needs
- Identify and help resolve advisor pain points related to platform functionality, data quality, and reporting
- Develop trusted relationships with advisors to ensure high satisfaction, adoption, and retention
Issue Triage & Cross-Functional Coordination- Triage and route service issues across data, operations, sales, and the platform implementation team with urgency and clarity
- Act as the connective tissue between advisors and internal teams - translating advisor needs into actionable tickets and resolution paths
- Track open issues and ensure timely resolution; maintain accountability across stakeholders
Process Design & Service Operations- Execute on the established service model for advisor-facing support, contributing to the refinement of intake, triage, escalation, and resolution workflows
- Contribute to playbooks, FAQs, and self-service resources to reduce recurring issues and improve advisor independence
- Track and report on service KPIs including response times, resolution rates, and advisor satisfaction
Platform & Data Support- Support advisors in navigating client and advisor portal features, reporting tools, and data integrations
- Identify recurring data quality issues and partner with the data and operations teams to implement upstream fixes
- Stay current on platform product updates and ensure advisors are informed of changes that affect their workflows
Key Competencies- Advisor Empathy - You understand the pressures advisors face and advocate relentlessly on their behalf
- Structured Problem Solving - You bring order to ambiguity and can break complex issues into clear, actionable steps
- Cross-Functional Influence - You work effectively across teams without direct authority and can align stakeholders quickly
- Process Orientation - You don't just solve problems; you build systems to prevent them from recurring
- Platform Fluency - You're comfortable navigating technology platforms and can quickly get up to speed on new tools
Nice-to-have skillsQualifications- 5-8 years of experience in a client service, relationship management, or service lead role within wealth management
- Prior experience at a broker-dealer, TAMP (Turnkey Asset Management Platform), or custodian in a client-facing capacity
- Exposure to or participation in service process improvement in a financial services environment
- Hands-on familiarity with advisor and client portals and the workflows advisors rely on day-to-day
- Strong working knowledge of financial data concepts - including account aggregation, performance reporting, portfolio data, and custodial data feeds
- Proven ability to triage and manage complex, multi-stakeholder issues to resolution
- Excellent written and verbal communication skills; ability to translate technical issues for non-technical advisors and vice versa
