Client Service Specialist

Focus Partners Wealth•Pittsburgh, PA

About The Position

The Client Service Specialist is responsible for delivering accurate and timely service to advisors and clients with a "one contact resolution" mindset. This role involves taking ownership of client issues, facilitating various account requests, and acting as a strong advocate for clients. The specialist will manage multiple requests through different communication channels, requiring strong organizational and time management skills. They will collaborate with internal teams and custodian partners to resolve complex operations issues and maintain clear, frequent communication with advisors and clients. A key aspect of the role is demonstrating care, empathy, and high attention to detail in all interactions and processing. The position also involves contributing to a positive team environment, providing training support, and offering coverage for team members. The role requires the ability to work independently and collaboratively in a geographically diverse team environment, building trust and strong relationships through personalized interactions.

Requirements

3+ years in the RIA industry with custodian and client-facing service experience
Extensive knowledge of industry basics and back-office processes, including custodians (Charles Schwab and Fidelity)
Proficiency in using Salesforce or a similar CRM system.
Fast learner with excellent information processing and organizational skills.
Can quickly absorb and organize large amounts of information from various sources and communication methods and recall it when needed.
Strong problem-solving skills and ability to think critically and work independently in resolving client issues.
Flexibility and adaptability to work in a fast-paced, dynamic environment and a high-volume organization that is committed to a collaborative and client-focused experience.
Work well in a team environment, fostering a collaborative and inclusive work culture.
Embrace innovative approaches and ideas and adapt quickly to new methods.
Must be comfortable using technology and daily multi-tasking across multiple web-based platforms and applications.

Responsibilities

Deliver accurate and timely service daily to advisors and clients with a “one contact resolution” mindset.
Take ownership of client issues and work towards prompt resolution, following through until the matter is fully resolved.
Handle all communications between the custodians and Operations with advisors or clients.
Provide comprehensive operational support to clients, which can include facilitating monetary, account opening, maintenance, and paperwork requests.
Act as a strong advocate for our clients, demonstrating empathy and understanding their requests and needs.
Prioritize and manage multiple advisor and client requests simultaneously through different communications channels (such as email, Microsoft Teams, phone, and CRM/portal), ensuring our service level agreements are met.
Effectively handle a steady flow of diverse and various advisor and client requests and provide solutions to complex operations issues.
Collaborate closely with internal teams to research and respond to inquiries for a cohesive advisor and client experience while balancing advocacy for internal and external partners.
Utilize customer relationship management (CRM) platforms such as Salesforce to manage and monitor client cases on a daily basis, ensuring accurate and up-to-date documentation and case progress.
Maintain clear and frequent communications with advisors and clients, keeping them informed of progress and updates on their operations and service requests.
Demonstrate care, empathy, and a genuine desire to help advisors and clients.
Demonstrate high attention to detail to ensure accurate and error-free processing of client requests, transactions, and client and advisor communications.
Contribute to a positive team environment, deliver training support for our newest team members, and provide advisory team coverage support to team members.
Must work well independently and in a collaborative team environment, where team members are based in different geographic locations.
Builds trust and strong working relationships with advisors, clients, and Client Service team members through high-touch, personalized interactions, one interaction at a time.