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Cassaday & Company, Inc. · 2 months ago

Client Services Manager

McLean, VA

Full-time

Hybrid

Mid, Senior Level

$95K/yr - $135K/yr

6+ years exp

Cassaday & Company, Inc. is a wealth management firm recognized for its employee development and community service. The Client Services Manager leads the Client Service team to ensure high-quality client service and adherence to regulatory requirements while managing a team and handling complex client escalations.

BankingFinanceFinancial Services

Growth Opportunities

Responsibilities

Manage a team of 6+ direct reports, providing leadership, coaching, mentoring, and performance feedback to drive high team performance

Oversee timely and accurate execution of Client Service Department tasks through 1:1 CSA meetings, CRM task review and prioritization, and progress tracking

Independently manage complex and high-priority client questions and escalations, ensuring accurate communication and timely resolution

Collaborate with internal stakeholders to resolve, document, and report on client issues efficiently

Own the CSA new hire training program, including defining training objectives, scheduling and coordinating sessions, administering onboarding, and completing performance evaluations

Monitor broker-dealer systems for rejected requests, facilitate resolutions, and identify trends to prevent recurrence

Provide coverage for CSAs and the Client Service Director as needed to ensure uninterrupted client service and department operations

Monitor team activities to ensure Standard Operating Procedures (SOPs) are consistently followed, reinforcing adherence with team members to maintain compliance, reduce operational risk, and uphold service standards

Participate in department goal setting, planning, and execution of special projects at the direction of the Client Service Director

Collaborate on inter-department process development, documentation, and deployment

Qualification

Client Services ManagementCRM System ProficiencyTeam LeadershipPerformance ManagementSOP DevelopmentFinancial Systems KnowledgeIRSDOLFINRA RegulationsMicrosoft Office SuiteKPI TrackingAdvanced Excel SkillsSeries 7 LicenseSeries 66 LicensePershing ExperienceOsaic ExperienceCommunication SkillsOrganizational Skills

Required

Bachelor's degree (BA) or equivalent industry experience required

6-10 years' experience in a Client Services role at an investment management firm

2+ Years experience managing/leading a team of 2+ direct reports, including demonstrated skills in: Performance Management, Team Member Coaching and Feedback, Hiring and Training, SOP development and oversight

2+ Years Experience using CRM system and CRM workflows for task management, Tamarac experience a plus

Advanced knowledge of financial systems and experience working within them to execute transactions

Advanced knowledge in IRS, DOL, and FINRA regulations and experience in applying and/or adhering to those within a CSA role

Exceptional written and verbal communication skills, including strong proofreading ability

Superior organizational skills with exceptional attention to detail and commitment to improving accuracy of data and preventing errors

High Proficiency in Microsoft Office Suite tools (Outlook, Excel, and Word)

Preferred

Experience in a fast-paced working environment and the ability to multi-task, prioritize and manage time effectively

Strong process orientation and a demonstrated ability to execute and deliver projects in a timely and efficient manner

Expertise in KPI establishment, tracking, and reporting

Advanced Excel skills

Series 7 & Series 66 licenses

Self-motivator who can adapt and respond to different types of requests on-the-go

Experience working with Pershing as a custodian or Osaic as a Broker-Dealer

Benefits

Healthcare options, including medical, dental, vision, life, and disability insurance, with majority of premiums paid by the firm

401(k) options

Paid time off

Telework options

Health & Wellness Program, including:

+ paid gym membership

+ quarterly & annual employee wellness events

Paid parking in covered garage, OR monthly public transit subsidy

Tax-free Dependent Care Assistance and Education & Tuition Assistance programs

Company-sponsored employee appreciation events

Company

Cassaday & Company, Inc.

Our Mission is to provide objective guidance to individuals and families seeking advice about their financial situations, to do so with the highest levels of honesty, integrity, and overall excellence possible, and to provide faultless quality and courteous service – at a reasonable price.

Founded in 1993

Mclean, Virginia, USA

51-200 employees