Lead Client Service Specialist

2 weeks ago

Houston, Texas, United States Linscomb Wealth Full time

Position Title:
Senior Client Service Associate

Reports To:

Wealth Advisor Team Lead
FLSA Status: Exempt
Department: CLTSRV

Summary:
The Senior Client Service Associate (Senior CSA) showcases advanced expertise in all Client Service Associate responsibilities, collaborating with both new and established client relationships, alongside internal Linscomb Wealth (LW) team members.

Senior CSAs act as role models and mentors for the entire Client Service team, providing training, support, and leadership on CSA practice standards and intricate client scenarios.

Senior CSAs proactively engage clients and LW professionals, working closely with the LW Operations and Wealth Advisory teams, ensuring exceptional service at all times.

Client Responsibilities:
- Assists clients in opening and managing portfolio accounts as requested by Wealth Advisors.
- Participates in client meetings as necessary.

Team Responsibilities:
- Sets a high standard for the Client Service Team, exemplifying proactive engagement with clients and prospects.
- Offers mentorship, support, and training for Client Service team members, aiding the Client Service Manager in developing team members and best practices.
- Advocates for firm and Client Service team policies, procedures, and best practices (Practice Standards), ensuring an efficient service model for clients and the firm.
- Engages in available custodial, firm, and third-party training and continuing education programs to maintain superior knowledge for addressing complex client situations.
- Collaborates with LW Wealth Advisors (WAs) to manage daily client service needs for new and existing LW clients.
- Handles incoming client communications, determining appropriate responses and coordinating with assigned WAs and other LW team members as necessary.
- Works with WAs and Operations teams to facilitate new account paperwork and firm management agreements.
- Engages with custodians (e.g., Charles Schwab, Fidelity) and other client professionals (e.g., CPAs, attorneys) as needed to complete client service-related tasks.
- Prepares client communications and generates various client portfolio reports as required.
- Compiles and distributes internal management reports for the Client Service Manager or firm management as needed.
- Assists or manages complex client situations, including accounts with multiple layers or required levels of engagement (e.g., trusts, business accounts), exercising professional expertise and judgment as necessary.
- Provides mentorship and training, assisting in client situations that require higher levels of experience and technical expertise.
- Collaborates with the Client Service Manager to develop and evaluate team practice standards, ensuring high efficiency and accuracy in the team's work.
- Actively participates in Client Service team meetings, leading discussions on practice standards and client engagement.
- Engages with the Client Service Manager and other LW team members on routine custodial calls and meetings, ensuring custodial service standards are upheld and fully integrated into Client Service team practices.

Firm Responsibilities:
- Understands and supports the firm's vision, mission, and strategy.
- Aligns with department goals, priorities, and timelines, working in conjunction with firm objectives and long-term strategic plans.
- Promotes a strong team culture, fostering communication, collegiality, excellent service, and execution.
- Remains informed about LW firm policies, Client Service team practice standards, financial markets, and related developments impacting LW and its clients.
- Complies with all firm HR and Compliance policies.

Degrees and Designations:
- Bachelor’s degree (B.A. or B.S.) from a four-year college or university, preferably in business, finance, or a related field.
- No certificates or licenses required.

Experience Requirement:
- Seven or more years of experience in Client Service.
- Prior experience with Fidelity and/or Schwab custodial platforms.
- Proficient in Microsoft 365 (Word, Excel, Outlook, PowerPoint).
- Experience with CRM Database, Document Management software, or other Financial Industry software.
- Stable work history.

Skills Required:
- Proactive with a strong work ethic.
- Excellent organizational skills.
- Ability to multitask, prioritize, and meet deadlines.
- Professional appearance and demeanor.
- Ability to collaborate effectively within the Client Service team and with members from other departments.
- High attention to detail and timely follow-through.
- Strong verbal and written communication skills.

Supervisory Responsibilities:
- Reviews, mentors, and trains Client Service team members.
- Assists and guides the Client Service team regarding complex client situations.
- Provides consultation and recommendations to the Client Service Manager and internal LW teams.

Equal Opportunity Employer:
The contractor will not discharge or discriminate against employees or applicants based on inquiries about compensation.

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