Client Service Specialist

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focus partners wealth is seeking a client service specialist to join our team. The client service specialist demonstrates a passion to serve and strives to provide exceptional service and exceed client expectations. They are responsible for delivering solutions‑oriented service to advisory teams and clients. They act as the go‑to primary contact and resource for all operational and service requests and oversee the timely execution of those requests.

This role partners closely with custodians and internal focus partners teams to provide an accurate and streamlined service and operations experience. Excellent client communication skills, an ownership mindset, and the ability to manage multiple timelines and diverse requests are required. Utilizing salesforce or a similar crm system to manage and track client cases is a key part of the day‑to‑day.

The position requires close teamwork and daily collaboration with teammates across client service and the entire organization.

the role may fluctuate with season volumes, market volatility, and team coverage, so flexibility and adaptability are critical. Occasionally overtime may be required. Attention to detail, initiative, proactive problem solving, and consistent follow‑through are essential. Focus provides a hybrid schedule: 3 days in office per week, with the option to work remotely 2 days per week or as assigned by the team leader.

• deliver accurate and timely service daily to advisors and clients with a “one contact resolution” mindset.
• take ownership of client issues and work toward prompt resolution, following through until the matter is fully resolved.
• handle all communications between the custodians, operations, advisors, or clients.
• provide comprehensive operational support to clients, which can include facilitating monetary, account opening, maintenance, and paperwork requests.
• act as a strong advocate for clients, demonstrating empathy and understanding their requests and needs.
• prioritize and manage multiple requests simultaneously through different communication channels (email, microsoft teams, phone, crm/portal), ensuring service level agreements are met.
• handle a steady flow of diverse requests and provide solutions to complex operations issues, including working with custodians and various departments.
• collaborate closely with internal teams to research and respond to inquiries for a cohesive experience while balancing advocacy for internal and external partners.
• utilize salesforce to manage and monitor client cases daily, ensuring accurate and up‑to‑date documentation and case progress.
• maintain clear and frequent communications with advisors and clients, keeping them informed of progress and updates.
• demonstrate care, empathy, and a genuine desire to help advisors and clients.
• show high attention to detail to ensure accurate and error‑free processing of client requests, transactions, and communications.
• contribute to a positive team environment, deliver training support for new team members, and provide coverage support.
• work well independently and in collaboration with geographically dispersed teammates.
• build trust and strong working relationships with advisors, clients, and team members through high‑touch, personalized interactions.

• 3+ 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.
• fast learner with excellent information processing and organizational skills.
• 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.
• comfortable using technology and daily multi‑tasking across multiple web‑based platforms and applications.
• team player who fosters a collaborative and inclusive work culture.
• embraces innovative approaches and ideas, adapting quickly to new…