Client Relationship Specialist

ORION•Cincinnati, OH

6d•$25 - $36•Hybrid

About The Position

The Client Relationship Specialist delivers exceptional service and proactive relationship support to financial advisors in an assigned territory while contributing to a shared portfolio of relationships. The role blends relationship management, advisor enablement, operational execution, and AI-assisted service delivery to provide an efficient, personalized, and consistent advisor experience. The specialist uses approved AI-enabled tools to support research, summarize interactions, identify advisor insights, resolve issues, and reduce administrative work while applying human judgment, validating outputs, and remaining accountable for accuracy. 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 at least three days each week on-site at one of the listed office locations. Candidates should be within commuting distance of an office. Work location may change based on business needs.

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 enhance productivity, service quality, advisor support, and continuous improvement.
Ability to use AI responsibly by understanding 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 in an assigned territory as part of a team-based servicing model.
Respond to advisor inquiries by phone, email, and chat with timely and accurate resolutions.
Build familiarity and relationships with advisors while maintaining continuity of service in a shared coverage model.
Collaborate with team members to balance workload and maintain consistent service coverage.
Guide advisors on systems, custodial requirements, workflows, platform capabilities, policies, procedures, and best practices.
Support advisor adoption and effective use of Orion platforms, systems, and tools through ongoing education and guidance.
Use advisor insights, engagement trends, service history, and knowledge resources to identify opportunities for proactive outreach, education, and service improvement.
Use approved AI-enabled tools and automation to improve service efficiency, reduce administrative effort, support advisor education, and personalize the advisor experience.
Use AI-assisted tools to research inquiries, summarize interactions, draft communications, categorize cases, identify next steps, and improve follow-up quality.
Use service data and proactive insights to anticipate advisor needs, identify service risks, and help improve advisor satisfaction.
Deliver training and ongoing education to drive adoption and reduce service friction.
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 guidance, workflow awareness, and AI-supported insights.
Maintain an above-and-beyond service approach that promotes advisor confidence, trust, and long-term relationship satisfaction.
Meet or exceed service metrics for quality, timeliness, productivity, first-contact resolution, and advisor satisfaction.
Provide clear communication and status updates to advisors and internal stakeholders.
Contribute feedback and ideas to improve processes, AI-enabled workflows, knowledge resources, and the advisor experience.
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.
Follow regulatory and company requirements in a high-risk financial environment and maintain accuracy across servicing activities.
Validate AI-generated recommendations, communications, summaries, and next steps before using them with advisors or internal stakeholders.
Protect sensitive information and apply appropriate judgment when using AI tools, automation, and digital workflows.