Citadel Credit Union · 2 hours ago
Director of Client Services, Wealth Management
West Chester, PA
Full-time
Onsite
Mid, Senior Level
7+ years expCitadel Credit Union is seeking a Director of Client Services in Wealth Management, a key leadership role focused on delivering exceptional service to high-net-worth clients. The Director will oversee client onboarding and retention strategies, lead service delivery improvements, and collaborate with advisors and senior leadership to ensure high-quality service across all client interactions.
Financial Services
Responsibilities
Develop and enforce service standards to ensure consistent, high-quality client interactions
Oversee the client onboarding process to ensure a smooth and professional experience
Serve as a senior escalation point for complex or high-priority client service issues
Collaborate with financial advisors to strengthen client relationships and align service delivery with client needs
Ensure consistent brand representation across all client-facing channels and materials
Lead, mentor, and develop the client service team through training, coaching, and performance feedback
Establish KPIs and service benchmarks to drive accountability and excellence
Foster a culture of responsiveness, continuous improvement, and client-centricity
Promote collaboration and alignment across departments to support service delivery goals
Partner with compliance, operations, and portfolio management teams to ensure adherence to regulatory requirements and service best practices
Streamline and document client service workflows to improve efficiency, scalability, and consistency
Oversee CRM and client service technologies, ensuring data integrity and optimal usage
Minimize silos in systems, data, and client touchpoints to ensure a unified and seamless service experience
Collaborate with senior leadership to develop and implement strategies that enhance client retention and satisfaction
Analyze client service trends and feedback to identify opportunities for improvement
Contribute to strategic planning for service model enhancements, technology adoption, and client segmentation
Qualification
Required
7+ years of experience in client service or operations within a wealth management, RIA, or private banking environment
3+ years in a leadership or managerial role, with proven success in client service management
Strong understanding of investment products, financial planning, and wealth management services
Excellent interpersonal, planning, analytical, and presentation skills
Deep knowledge of client service technologies, CRM systems, and emerging service channels
High emotional intelligence and a client-first mindset
A bachelor's degree is required
Masters degree in Business, Finance, or a related field is required
Valid Series 7, Series 24 licenses and SIE exam (if registration occurred after 2018)
A valid and active Series 66 (or Series 63/65) and a Life and Health Insurance license must be obtained within 60 days of starting the role as a condition of employment
Must maintain all licenses and meet ongoing continuing education requirements
Preferred
Certified Financial Planner (CFP) and/or Certified Financial Advisor (CFA) are preferred
Company
Citadel Credit Union
Established in 1937, Citadel is a not-for-profit, member-owned credit union serving Greater Philadelphia.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Bill Brown
President and CEO
William Brown
President and CEO
Recent News
2025-12-09
2025-10-25
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