Service Manager

Focus Financial Partners•Saint Louis, MO

19d•$60,000 - $70,000•Hybrid

About The Position

The Service Manager is responsible for delivering exceptional, solutions-oriented service to independent financial advisors and overseeing timely execution of operational and service requests. This includes developing a thorough understanding of operations and custodian processes and articulating our offerings. The Service Manager is part of a dynamic team and department, and the role requires close teamwork and daily collaboration with teammates across Advisor Services and the organization. Duties may fluctuate with market volatility, seasonal volumes, and team coverage, so flexibility, the ability to work under pressure and within tight deadlines will be critical. Strong communication, attention to detail, flexibility, and successful problem solving is essential to be successful in this role. Focus provides team members the flexibility to work a hybrid schedule. Our hybrid model is defined as 3 days in office work required per week, while giving team members the option to work remotely 2 days per week, or as assigned by their team leader.

Requirements

3+ years in the financial services industry, specifically in RIA industry
Preference for prior customer-service related experience
Bachelor’s degree from and accredited college; or 5+ years of equivalent work experience
Desire to take ownership and provide the best customer service in the industry
Excellent interpersonal, verbal, and written communication skills with a desire to work in an inbound phone and email environment.
Must have strong writing skills and can convey clear and concise messages through email
Energetic self-starter who possesses an extremely positive attitude, flexibility, professionalism, empathy, and problem-solving skills.
Quick learner with attention to detail and consistent follow-through
Ability to work in a fast-paced, high-volume organization that remains committed to a collaborative and advisor-focused experience
Ability to build and maintain strong working relationships with clients and staff
Must work well independently and in a collaborative team environment, supporting others and filling in as necessary
Extensive knowledge of industry back-office practices, including custodians (Charles Schwab, Fidelity, Pershing, etc.)
Positive attitude, strong work ethic with a high level of integrity and ethics.

Responsibilities

Work in a team-based environment with a diverse group of teammates focused on providing exceptional service to financial advisors.
Collaborate closely with internal teams to research and respond to inquiries for a seamless advisor experience.
Position Advisor Services and internal Operations teams as advisor advocates when resolving escalations.
Serve as the primary liaison with our Custodians (Schwab, Fidelity, Pershing, etc.).
Effectively prioritize work to meet deadlines and service level agreements.
Take initiative to continuously develop skills and knowledge to enhance support to advisors and their firms.
Provide outstanding client service to advisors and their firms with a “one call resolution” mentality while demonstrating empathy and solution focused problem-solving skills.
Manage heavy inbound email, phone volumes & online portal requests.
Build trust through high-touch personalized service, once interaction at a time.
Anticipate client issues and proactively resolve while effectively coordinating with other departments.
Educate advisors on Buckingham Strategic Partners offering, custodian, and industry best practices.
Other duties and projects will be assigned as needed.