Client Relationship Specialist

Orion•Lehi, KY

14h•Hybrid

About The Position

The Client Relationship Specialist provides exceptional service and proactive relationship support to advisors in an assigned territory while supporting a shared portfolio. The role combines relationship management, advisor enablement, operational execution, and AI-assisted service delivery to create an efficient, personalized, and consistent advisor experience. The specialist uses approved AI-enabled tools to accelerate research, summarize interactions, surface insights, support issue resolution, and reduce administrative effort, while applying human judgment, accuracy, and accountability. This position operates in a fast-paced, highly regulated financial environment where responsiveness, sound judgment, attention to detail, and compliance awareness are essential. It is anticipated to be hybrid, with three or more days each week on-site at a listed office location. Candidates should live within commuting distance of an office; work location may change based on business needs. The specialist supports advisors across phone, email, and chat; provides guidance on systems, custodial requirements, workflows, policies, and platform capabilities; supports platform adoption through education and training; and manages requests from intake through resolution. Duties also include financial trade assistance, daily account servicing and call support, addressing documentation issues, meeting service metrics, coordinating with internal teams, and contributing to process and AI-enabled workflow improvements. The role requires responsible use of AI, validation of AI-generated outputs, protection of sensitive information, and adherence to regulatory and company requirements.

Requirements

Bachelor’s degree in Business, Finance, or a related field; equivalent experience may be accepted in lieu of a bachelor’s degree.
At least two years of experience in client service or financial services.
Strong communication and relationship management skills.
Ability to thrive in a team-based, shared-service model.
Ability to manage multiple priorities in a fast-paced environment.
Problem-solving mindset and strong attention to detail.
Professionalism when handling complex or sensitive situations.
Proficiency in Microsoft Office, including Excel, Word, PowerPoint, and Outlook.
Comfort using approved AI-enabled tools, automation, knowledge resources, and digital workflows to improve productivity, service quality, advisor support, and continuous improvement.
Ability to use AI responsibly by recognizing appropriate use cases, validating outputs, protecting sensitive information, and escalating when human review or additional guidance is needed.
Curiosity, adaptability, and a continuous-improvement mindset as service workflows, technology, and advisor expectations evolve.
Ability to own and manage stakeholder relationships directly and work effectively with people at all organizational levels.

Nice To Haves

Experience with CRM platforms such as Salesforce.

Responsibilities

Support advisors within an assigned territory as part of a team-based servicing model and shared coverage structure.
Respond to advisor inquiries by phone, email, and chat with timely, accurate resolution.
Build familiarity and relationships with advisors and provide continuity of service.
Collaborate with team members to balance workload and maintain consistent service coverage.
Guide advisors on systems, custodial requirements, workflows, platform capabilities, best practices, policies, procedures, and servicing efficiencies.
Support adoption and effective use of Orion platforms, systems, and tools through ongoing education and training.
Use advisor insights, engagement trends, service history, and knowledge resources to identify proactive outreach, education, and service-improvement opportunities.
Use approved AI tools and automation to research inquiries, summarize interactions, draft communications, categorize cases, identify next steps, improve follow-up, and reduce administrative work.
Apply service data and proactive insights to anticipate advisor needs, identify service risks, and improve advisor satisfaction.
Manage advisor requests from intake through completion by analyzing issues, identifying solutions, coordinating with internal teams, and ensuring timely resolution.
Provide financial trade assistance, including point-of-call trade processing support and online trade execution.
Process daily servicing work, including account management and call support.
Identify and resolve documentation issues, including NIGO items, and help prevent recurrence through improved guidance, workflow awareness, and AI-supported insights.
Maintain an above-and-beyond service approach that builds advisor confidence, trust, and long-term relationship satisfaction.
Meet or exceed service metrics for quality, timeliness, productivity, first-contact resolution, and advisor satisfaction.
Communicate clearly and provide status updates to advisors and internal stakeholders.
Build cross-functional working relationships with Service, Sales, Operations, Compliance, Technology, Product, and other internal teams.
Support team initiatives and projects as needed.
Share successful AI use cases, workflow-improvement ideas, and lessons learned with peers and leaders.
Adhere to regulatory and company requirements and maintain accuracy in a high-risk financial environment.
Validate AI-generated recommendations, communications, summaries, and next steps before using them with advisors or internal stakeholders.
Protect sensitive information and use appropriate judgment with AI-enabled tools, automation, and digital workflows.
Contribute feedback and ideas to improve processes, AI-enabled workflows, knowledge resources, and the advisor experience.