Client Services Specialist

DriveWealth•Chicago, IL

11d•$90,000 - $100,000•Hybrid

About The Position

The Client Services Specialist is a critical role responsible for ensuring the operational excellence and seamless experience of DriveWealth's global B2B clients. This role oversees the daily operational support functions, acting as the primary escalation point for complex inquiries related to the API-based investing platform. Success in this role means not only resolving client issues quickly and accurately but also strengthening operational processes and ensuring regulatory adherence. This role works cross-functionally particularly with Client Onboarding, Engineering, and Compliance, to implement a scalable and world-class support model. They will own the documentation and refinement of support workflows, directly contributing to client satisfaction and the firm's overall stability.

Requirements

Minimum 3+ years of experience in Financial Services and/or Fintech, with specific experience in self-clearing, omnibus clearing, or correspondent clearing relationships.
Series 24 or ability to obtain
A track record of ownership and disciplined execution in high-stakes environments
The ability to prioritize ruthlessly, focussing on what’s critical versus important to drive work to completion
A client-oriented mindset with an understanding of how your work impacts clients
Strength in cross-functional partnership with the judgment to coordinate across multiple teams
A bias toward transparency, accountability, and responsiveness in everything you do
You’re committed to continuous improvement and implicitly believe that we > I.
Impeccable high integrity, sound judgment, and a deep respect for risk, control, and operational excellence
Bachelor’s Degree in a relevant subject (e.g., Finance, Business, Technology) or equivalent experience.

Responsibilities

Serve as the primary point of contact for escalated support inquiries from clients, ensuring timely, accurate, and service-oriented responses.
Investigate and troubleshoot client-reported issues by collaborating cross-functionally with Client Growth, Product, Engineering, and Operations.
Triage incoming cases, assess urgency, and escalate further when necessary, maintaining thorough and organized case documentation to track status, trends, and client feedback.
Build strong rapport with clients by providing consistent, high-quality support and proactive communication.
Identify patterns across inquiries to recommend process improvements, workflow updates, and product enhancements.
Support the development of client-facing Help Center content, FAQs, and internal documentation to reduce recurring escalations.
Contribute to ongoing client enablement by helping refine training materials, onboarding flows, and operational guides.
Work cross-functionally with Client Onboarding and Relationship Management teams to create a seamless support model for current and future clients.
Create a collaborative working relationship with the Engineering team to enhance the automation of back-office systems and workflows.
Conduct meetings with the Compliance and Legal Departments to review, maintain, and update the firm's written supervisory procedures related to operational support and applicable laws, rules, and regulations.
Participate in weekend support coverage (at least one weekend day ongoing).