Client Service Advocate - Stearns Financial Group

Hightower • Chapel Hill, NC

11d • Onsite

About The Position

Hightower is a wealth management firm that provides investment, financial and retirement planning services. This role is for a Client Service Advocate within a North Carolina-based wealth management practice that guides individuals and families to financial confidence and clarity. The Client Service Advocate supports advisors and clients by handling high-volume, day-to-day service requests. The work is process-driven and detail-oriented, and it plays a direct role in delivering a high-quality client experience. You will report to the Wealth Advisor and Operations Lead.

Requirements

• Minimum 2 years of customer service or related experience
• Proficiency with PC's including Microsoft Office software applications (Word, Excel, Power Point, Outlook) required
• Comfortable navigating new technology platforms
• Communication Skills - Communicate with clients and colleagues in other departments. Able to document procedures that are clear and easy to understand. Demonstrate an in-depth understanding of assigned tasks underlying each operational function.
• Problem Solving - solve problems by using resources/procedures/other team members for a specific process, with a defined resolution. Addresses issues within team and with clients in a constructive manner while achieving the desired outcome.
• Detail Oriented vs. Big Picture - Generally focuses and understands details on specific tasks while understanding to a limited extent the possible effects to the entire process associated with the task.
• Organization/Documentation - Organize such that specific items can be retrieved quickly while using electronic filing systems. You must produce and file all work, processed and in-process. Must also document all relevant client conversations.
• Time Management/Prioritization - Works with a pre-defined schedule or set of existing priorities, but able to flex if needed.
• Work Style - Works well independently on specific tasks but has ability to develop and maintain relationships with others. Must demonstrate sensitivity and respect for others. Must also recognize the need to seek assistance from team members.
• Initiative - Will seek out opportunities to assist peers with daily volume. Can identify operational areas that need improvement. Will take on additional departmental responsibilities when needed.
• Precise and reliable – Accuracy and reliability are a mandatory component of this role. A very strong aptitude for detail is required for successful performance. Our clients rely on us to handle their financial needs with limited error.
• 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.

Nice To Haves

• Proficiency with Box, SalesForce CRM, & Black Diamond preferred
• Knowledge of Schwab Institutional and Fidelity desired

Responsibilities

• Be the primary contact for client inquiries, responding promptly and professionally.
• Help with scheduling client meetings (virtual or in-person).
• Provide follow-up after advisor meetings, ensuring all action items are completed.
• Handle confidential matters with discretion and escalate for advisor oversight.
• Process client cashiering requests including wires, ACH transfers, securities gifting, charitable donations, etc.
• Verify legitimacy of client directed requests.
• Communicate with advisors/trading managers to coordinate trade and cash management items.
• Monitor and resolve custodial alerts related to assigned client accounts.
• Initiate account openings and asset transfers.
• Coordinate with custodial support team to reach resolution on outstanding service issues.
• Provide technical and operational assistance to clients and advisors regarding the use of internal systems and financial custodians.
• Handle account maintenance items such as beneficiary changes, trustee updates, address changes, cost basis updates, etc.
• Ensure client documentation meets regulatory and practice standards.
• Maintain accurate documentation regarding client interactions and workflow items.
• Act following Fiduciary standards, maintaining data integrity and client privacy.
• Collaborate with advisors to provide support for client care and meeting preparation.
• Proactively provide advisors with client information helping client relationship continuity and overall portfolio management.

Benefits

• Open Paid Time Off
• 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)
• 401k matching plan
• HSA employer contributions
• Student loan assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed