DescriptionSummary: Responsible for managing the firm's Client Service team, including its staff, daily operations, as well as team engagement with clients and other internal firm departments.
Client Responsibilities
- Works with clients to open and/or service portfolio accounts per request of Wealth Advisor
- Attend meetings with clients as needed
Team Responsibilities
- Develop and refine practice standards for the area of Client Service, working with the team to create and define policies, procedures and best practices
- Work closely with our third-party custodial service teams to ensure engagement and service standards remain highly effective and efficient
- Design Client Service team career path, working to train and recruit team members to ensure the team has a strong veteran presence, depth, succession and sufficient back-up
- Provide routine updates during Advisor Team Meetings and firm staff meetings on matters related to Client Service
- Work to ensure there is strong communication between Client Service and all other departments, particularly, Operations and Wealth Advisory
- Complete performance reviews and work with Client Service team members on personal development, training, goals, etc.
- Develop a system of quality controls and review for Client Service, particularly for the onboarding and new accounts process
- Work closely with internal teams to continue ongoing digital transformation
Firm Responsibilities
- Understand and support the firm's vision, mission, and strategy
- Identify department goals, priorities and timelines, working in conjunction with firm goals and long-run, strategic plan
- Ensure a strong team culture, high degree of communication, collegiality, excellent service and execution
- Stays apprised of LW firm policies, CS team practice standards, financial markets, and other related developments that impact LW and its clients
- Comply with all the firm's HR and Compliance policies
Degrees and Designations
- Bachelor's degree (B.A. or B.S.) from a four-year college or university, prefer ably with a degree in business, finance or a related field
- No certificates or licenses required
Experience Requirement
- 10+ years of experience in the area of Client Service
- Prior leadership/management experience preferrable
- Prior experience with Fidelity, Schwab custodial platforms
- Proficient with Microsoft 365 (Word, Excel, Outlook, PowerPoint)
- Experience with CRM and Portfolio Accounting System, and Document Management software is a plus
Skills Required
- Superior organizational and time management skills and ability to multitask under pressure
- Strong attention to detail, accurate compilation of information, while adhering to internal deadlines
- Excellent interpersonal communication skills, both verbal and written
- Proactive, strong work ethic and stable work history
- Professional appearance and demeanor
- Ability to work well in a team environment
- High attention to detail and timely follow-through
Supervisory Responsibilities:
- Manages the Client Service Team
- Is responsible for the overall direction, coordination, and evaluation of these employees
- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Exempt Status: (Yes = not eligible for overtime pay) (
No = eligible for overtime pay)
Yes
Workplace Type:Office
Our Approach to
Office Workplace Type
Certain positions outside our branch network may be eligible for a flexible work arrangement. We're combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.
