Client Service Lead

Position Summary

The Client Service Lead is responsible for delivering exceptional, solutions-oriented service to advisory teams and clients. This role serves as the primary point of contact for operational and service requests, ensuring accurate and timely execution. The Client Service Lead partners closely with custodians and internal Focus Partners teams to provide a streamlined service and operations experience.

Strong communication skills, an ownership mindset, and the ability to manage multiple timelines and diverse requests are essential. The role relies on Salesforce or a similar CRM system to manage and track client cases and requires close collaboration with a dynamic Client Service team and cross-functional partners. Work volumes may fluctuate due to seasonality, market conditions, and team coverage, requiring flexibility and occasional overtime. Attention to detail, proactive problem-solving, and consistent follow-through are critical for success.

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.

Primary Responsibilities

• Deliver accurate, timely service to advisors and clients with a one-contact-resolution approach.
• Own client issues end-to-end, ensuring prompt follow-through and resolution.
• Provide comprehensive operational support, including account openings, maintenance, monetary transactions, and paperwork.
• Advocate for clients by demonstrating empathy and a clear understanding of their needs.
• Manage and prioritize multiple advisors and client requests across channels (email, Microsoft Teams, phone, CRM/portal) while meeting service level agreements.
• Handle a high volume of diverse and complex requests, partnering with custodians and internal teams to research issues, escalate as needed, and deliver effective solutions.
• Collaborate cross-functionally to ensure a seamless advisor and client experience while balancing internal and external priorities.
• Use CRM tools (e.g., Salesforce) to track, document, and manage cases accurately and consistently.
• Communicate clearly and proactively with advisors and clients, providing timely updates and responses.
• Maintain strong attention to detail to ensure accurate processing and error-free communications.
• Support a positive team culture by assisting with training, providing coverage, and sharing knowledge.
• Work effectively both independently and within a geographically distributed team.
• Build trust and strong relationships through high-touch, personalized client and advisor interactions.

Qualifications

• Work Experience: 5+ years in the RIA industry with custodian and client-facing service experience.
• Extensive knowledge of industry basics and back-office processes, including custodians (Charles Schwab and Fidelity).
• Proficiency in using Salesforce or a similar CRM system.
• Operations experience in privates / alternative investments is a plus.
• Experience working with UHNW and / or Family Office clients.
• Fast learner with excellent information processing and organizational skills. Can quickly absorb and organize large amounts of information from various sources and communication methods and recall it when needed.
• Strong problem-solving skills and ability to think critically and work independently in resolving client issues.
• Flexibility and adaptability to work in a fast-paced, dynamic environment and a high-volume organization that is committed to a collaborative and client-focused experience.
• Work well in a team environment, fostering a collaborative and inclusive work culture.
• Embrace innovative approaches and ideas and adapt quickly to new methods.
• Must be comfortable using technology and daily multi-tasking across multiple web-based platforms and applications.

The annualized base pay range for this role is expected to be between $80,000-$85,000. Actual base pay could vary based on factors including but not limited to experience, subject matter expertise, geographic location where work will be performed, and the applicant's skill set. The base pay is just one component of the total compensation package for employees. Other rewards may include an annual cash bonus and a comprehensive benefits package.

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