Client Portal Technology Associate

Hightower•Chicago, IL

2d•$85,000 - $90,000•Hybrid

About The Position

Founded in 2008, Hightower is a wealth management firm that provides investment, financial and retirement planning services to individuals, foundations and family offices, as well as 401(k) consulting and cash management services to corporations. Hightower’s capital solutions, operational support services, size and scale empower its vibrant community of independent-minded wealth advisors to grow their businesses and help their clients achieve their financial vision. Based in Chicago with advisors across the U.S., we operate as a registered investment advisor (RIA). Your Future Team Reporting to the Senior Manager, Client Portal & CRM Services, you will play a hands-on role in managing activities related to Hightower’s Client Portal. The ideal candidate will be a dedicated and service-oriented individual who will focus on providing a positive experience for our end users. You will partner with vendor resources and our internal team to ensure seamless operations and an excellent advisor experience. Additionally, you will contribute to process improvements and standardization

Requirements

Bachelor’s degree in Finance, Business Administration, Information Technology, or a related field.
3+ years of experience in the Financial Services industry (Wealth Management preferred).
Developed understanding of the operational details of the advisory business (e.g., RIA) functions (IT, Operations, Compliance) preferred.
Ability to understand the client-facing perspective of our client portal.
Own and continually improve standard processes.
Manage multiple initiatives simultaneously in a fast-paced environment and prioritize tasks accordingly. Ability to work independently.
A growth mindset, propensity to take initiative to constantly improve processes, workflows, and results.
You are a U.S. citizen, U.S. permanent resident or possess other unrestricted U.S. work authorization and will not require sponsorship for U.S. work authorization now or anytime in the future.

Responsibilities

Manage advisor practice service requests through centralized intake, tracking, and resolution workflows, ensuring adherence to defined SLAs and service standards.
Monitor and report on service performance, identifying trends, root causes, and opportunities to improve efficiency and client experience.
Address complex inquiries and escalations from internal and external stakeholders, serving as a key escalation point for portal-related issues.
Maintain and continuously enhance the knowledge base, ensuring accurate, scalable, and user-friendly documentation aligned with evolving platform capabilities.
Serve as the primary point of contact for Client Portal Services, supporting advisor teams in delivering a seamless digital client experience.
Manage the full lifecycle of support cases, including intake, prioritization, tracking, communication, and resolution.
Partner with advisors to troubleshoot issues related to portal access, data display, integrations, and user experience.
Collaborate cross-functionally with product, technology, and operations teams to identify and implement enhancements to the client portal experience.
Analyze portal usage, advisor engagement, and case data to identify opportunities to improve adoption, usability, and service delivery.
Support break/fix analysis by identifying recurring issues, documenting root causes, and driving long-term solutions in partnership with technology teams.
Develop and deliver reporting on platform adoption, case trends, and service metrics to inform leadership and drive decision-making.
Contribute to change management efforts, including advisor communications, training materials, and rollout support for new portal features and enhancements.

Benefits

Coverage on the first day of employment for medical, dental, and vision insurance
Paid parental leave (16 weeks for primary caregiver and 8 weeks for secondary caregiver)
Mother’s lounge onsite
Flexible PTO plan
In-office Monday through Thursday and work from home on Fridays
Free brand-new gym in the Chicago office
401k matching plan
HSA employer contributions
Student loan assistance
Pet insurance
Base salary of $85,000-$90,000 plus discretionary bonus (exact base salary amount will be dependent on experience)