Senior Client Service Project Specialist, Wealth

Responsibilities:

• Work with the Direct of Client Service to help lead, mentor, and develop client service associates, promoting a culture of excellence, collaboration, and continuous improvement. 
• Work with the Direct of Client Service to help design and implement client service strategies, workflows, and best practices to enhance the overall client experience. 
• Act as an escalation point for complex client issues, providing timely and effective resolutions while maintaining a high level of client satisfaction. 
• Work with the Direct of Client Service to help ensure all client service activities adhere to industry regulations and firm policies, working closely with compliance teams to mitigate any risks. 
• Develop and maintain strong relationships with clients, advisors, and other team members across the firm. 
• Full awareness of assigned client base — who they are, any special needs they might have, ongoing tasks for each client relationship, etc. 
• Coordinate directly with clients regarding different types of requests, such as money movement requests, account balances, re-ordering of checks, charitable giving confirmations, etc. 
• Communicate effectively with advisors and internal teams regarding open tasks, client needs, etc., in order to ensure we are meeting clients’ expectations and delivering exceptional service. 
• Regularly interface with clients as an extension of the advisory teams. 
• Serve as the subject matter expert on client account activity. Monitor for issues and escalate accordingly. 
• Liaise with custodians as needed. Maintain good rapport with service teams and escalate issues for resolution in a timely manner. 
• Maintain understanding of investment approach and how it intersects with the client process and experience. 
• Maintain client data in the CRM — ensuring full, accurate data is entered for assigned client base. 
• Updating existing contact information, utilizing the dashboard feature to track tasks, running reports, etc. 
• Perform other duties as and when needed. 

Qualifications:

• Five+ years of directly related industry experience; experience in financial planning and/or the securities industry. 
• Demonstrated leadership and team development skills, with mentorship experience. 
• Proven ability to manage change, drive process improvements, and implement best practices. 
• Proficiency in Microsoft Office is required; experience with any CRM, portfolio management, and document management software is a plus. 
• Numerical accuracy, exceptional attention to detail and time management. 
• Strong ethics and integrity, with a commitment to maintaining client confidentiality. 
• College Degree (preferred).

Skills

• Strong problem-solving abilities, especially in high-pressure or complex client situations. 
• Strong client service orientation and professional demeanor. 
• Ability to identify, prioritize, and lead projects that enhance operational efficiency and elevate the client experience. 
• Knowledge of regulatory requirements, industry best practices, and technology solutions. 
• Resourceful, curious and able to think outside the box.