Position Summary Focus Partners Wealth is seeking a Client Service Specialist to join our team! The Client Service Specialist demonstrates a passion to serve and strives to provide exceptional service and exceed client expectations. They are responsible for delivering solutions-oriented service to advisory teams and clients.

This includes being the go-to, primary contact and resource for all operational and service requests and overseeing the timely execution of those requests. This role partners closely with custodians and internal Focus Partners teams to provide 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 required for this role.

Utilizing Salesforce or a similar CRM system to manage and track client cases is a key part of the day-to-day. The Client Service Specialist is part of dynamic team and department, and the role requires close teamwork and daily collaboration with teammates across Client Service and the organization. Duties may fluctuate with season volumes, market volatility, and team coverage, so flexibility and adaptability are critical.

Occasional overtime may be required. Attention to detail, taking initiative and being proactive, successful problem solving, and consistent follow-through are 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 day per week, or as assigned by their team leader.

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.

This requires strong organizational and time management skills, as well as the ability to handle competing priorities and manage client and advisor expectations. Effectively handle a steady flow of diverse and various advisor and client requests and provide solutions to complex operations issues. This can involve working with custodian partners and various departments within the organization to gather information, escalate and track issues, propose win-win solutions, and communicate updates to advisors and clients.

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.

This includes providing timely responses to client inquiries and proactively communicating updates. 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.