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Focus Financial Partners · 1 day ago

Client Service Lead

Greater Boston

Full-time

Hybrid

Mid, Senior Level

$80K/yr - $85K/yr

5+ years exp

Focus Financial Partners is a leading partnership of fiduciary wealth management and related financial services firms. The Client Service Lead is responsible for delivering exceptional service to advisory teams and clients, managing operational requests, and ensuring a streamlined service experience.

Asset ManagementFinanceFinancial ServicesWealth Management

Growth Opportunities

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

Qualification

Client-facing service experienceSalesforce proficiencyRIA industry knowledgeOperations experienceProblem-solving skillsCommunication skillsTeam collaborationFlexibilityAdaptabilityOrganizational skills

Required

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

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

Must be comfortable using technology and daily multi-tasking across multiple web-based platforms and applications

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

Operations experience in privates / alternative investments is a plus

Experience working with UHNW and / or Family Office clients