Client Services Manager

Midwest Trust Company•Overland Park, KS

33d

About The Position

The Client Service Manager provides day-to-day leadership, coaching, and operational oversight for a team of Client Service Associates (CSAs) with varying levels of tenure and experience. This role ensures consistent, high-quality client service delivery, effective team workflow management, and strong collaboration with portfolio managers, operations, and compliance. The Client Service Manager also serves as an escalation point for client service matters and helps drive process improvement, training, and overall service excellence within the organization.

Requirements

Bachelor’s degree in finance, accounting, business, or related field preferred.
Equivalent related experience acceptable.
Prior leadership or mentorship experience preferred.
Basic knowledge of investments.
Strong ability to meet client needs and uphold service standards.
Proficiency with Microsoft Word, Excel, and PowerPoint.
Strong written and verbal communication skills.
High accuracy and attention to detail.
Ability to work independently and collaboratively.
Strong organizational and time-management skills.

Nice To Haves

Experience in wealth management, investment management, or trust company environment.
1–3 years of client interaction/support experience.
Compliance-related experience.
Positive mindset toward client service.
Strong communication skills.
Deadline-driven and detail-oriented.
Intermediate/advanced Excel proficiency.

Responsibilities

Provide daily leadership, guidance, and oversight to a team of six Client Service Assistants.
Conduct regular one-on-ones, performance assessments, and coaching.
Monitor team workflow and ensure balanced workload distribution.
Establish expectations for service quality and professionalism.
Serve as the primary escalation point for service issues or client concerns.
Assist with hiring, onboarding, training, and performance management.
Ensure adherence to policies, compliance requirements, and risk standards.
Provide administrative support to portfolio managers.
Assist with preparing client meeting materials, scheduling, filing, and scanning.
Develop a working understanding of client portfolios and relationships.
Communicate professionally with clients via phone, email, and in person.
Coordinate onboarding of new client accounts, documentation, and workflow.
Create/update spreadsheets and generate reports.
Deliver accurate, timely client deliverables.
Support operations and investment teams with periodic requests.
Participate in firm-wide or department projects.
Maintain regular and reliable attendance.