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Client Services Specialist

1 month ago

Austin, United States Kestra Holdings Full time
ABOUT US:

Come join the dynamic team at Kestra Financial Kestra Financial provides a leading independent advisor platform that empowers sophisticated, independent financial professionals, including traditional and hybrid RIAs, to prosper, grow, and provide superior client service. With a culture rich in reinvention and advisor advocacy, Kestra Financial has developed integrated business management technology that, combined with its personalized consulting services, offers exceptional scale and efficiency. Kestra Financial supports independent financial advisors in delivering comprehensive securities and investment advisory services to their clients.

The Concierge Specialist reports to the Supervisor of Concierge Support. The Concierge Team is Kestra Financial's voice and the primary contact for all operational needs of our clients, including independent financial advisors and their support staff.

Members of the Concierge Team will:
  • Empower advisor success through reinvention, advocacy, and integrity.
  • Become experts on our operational systems, including AdvisorComplete and Streetscape.
  • Form trusted relationships with our firms.
  • Act as liaisons between our firms and other members of the service team.
  • Work closely with our partners at our custodian, NFS.
  • Strive to provide complete resolutions and effortless experiences for our clients.
  • Facilitate training needs, application improvements, and process improvements.
Candidates must be able to work in a rotating, structured schedule format (shifts listed below)
  • Monday-Thursday: 7:00 am - 4:00 pm, 8:00 am - 5:00 pm, 9:00 am - 6:00 pm
  • Friday: 7:00 am - 4:00 pm, 8:00 am - 5:00 pm
Essential Duties and Responsibilities: To perform this job successfully, individual must be able to perform each essential duty satisfactorily:
  • Work in a small team environment to assist Kestra advisors and staff navigate our systems, products, and services.
  • Assist advisors and their staff with operational policy and procedure questions via phone and email queues.
  • Partner with service team members to ensure a seamless and effortless client experience.
  • Take approximately 25 to 40 inbound calls per day.
  • Respond to approximately ten inbound emails per day.
  • Maintain a communication log with the field, custodians, and vendors via Salesforce.
  • Respond to inquiries regarding the following:- Account Servicing- Kestra Financial Website- Cost Basis/Account Transactions- Transfer of Assets Status- Retirement Plans
  • Demonstrate energy, empathy, and problem-solving skills.
  • Demonstrating professionalism, accountability, customer/client focus, and teamwork is required.
  • Proactively consult with Investment Advisors and their staff through knowledge sharing, efficiency training, and education to help them manage and grow their business.
  • Collaborate with other support and processing departments to resolve complex inquiries.
Knowledge, Skills, and/or Abilities:
  • Demonstrated passion for service and financial markets; strong client focus and the desire to build relationships during each interaction.
  • Ability to use active listening skills and focus on nonverbal cues to better understand the client's needs and motivations; empathize with others' needs and respond sensitively; use good judgment when responding; and take action to meet the client's objectives successfully.
  • Ability to quickly learn new technology and utilize a variety of systems to identify solutions to our firm's needs proactively.
  • Strong analytical skills and attention to detail to adhere to policies, procedures, and guidelines.
  • Proven work ethic with high integrity to build trust with our clients and colleagues.
  • Strong communication and interpersonal skills, especially listening and explaining complicated subjects.
Supervisory Responsibilities: None

Education and/or Experience:
  • Two or more years in brokerage/financial services, banking, operations and client support.
  • Retirement Planning certifications a plus.
  • High school diploma/GED required
  • College degree preferred
Certifications, Licenses, Registration:
  • A Series 7 license is preferred. Candidates who hold an active Series 7 license are eligible for a higher compensation structure. Client Support Specialists who obtain their Series 7 while employed with Kestra will also qualify for a compensation increase.
INTERNAL APPLICANT POLICY:

Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.

BENEFITS:

Full health, vision, dental. 401(k) plans along with a host of voluntary plans such as car insurance, legal services and more (applicable to full-time, permanent employees).

DISCLOSURE

By applying to a job at Kestra Financial, Inc., you are agreeing to the following statements:
  • You acknowledge that if hired, Kestra Financial, Inc. may, obtain and use background information concerning your credit, character, general reputation, personal characteristics, work habits, performance and experience for evaluation for your potential employment.
  • It is the policy of Kestra Financial to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender, identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Kestra Financial prohibits any such discrimination or harassment.