Client Service Specialist

Focus Partners Wealth•Atlanta, GA

1d•Hybrid

About The Position

Focus Partners Wealth is seeking a Client Service Specialist to join their team. This role involves demonstrating a passion to serve, providing exceptional service, and exceeding client expectations. The specialist is responsible for delivering solutions-oriented service to advisory teams and clients, acting as the primary contact for operational and service requests, and overseeing their timely execution. The role requires close partnership with custodians and internal Focus Partners teams to ensure an accurate and streamlined service and operations experience. Excellent client communication skills, an ownership mindset, and the ability to manage multiple timelines and diverse requests are essential. The role utilizes Salesforce or a similar CRM system for managing and tracking client cases. It is part of a dynamic team, requiring close teamwork and daily collaboration. Flexibility and adaptability are critical as duties may fluctuate with seasonal volumes, market volatility, and team coverage. Attention to detail, initiative, proactive problem-solving, and consistent follow-through are essential for success. Focus provides team members the flexibility to work a hybrid schedule, defined as 3 days in office per week and 2 days remote, or as assigned by their team leader.

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.
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.