Senior Customer Service Associate

KPP Financial, Inc.

- Klein, Pavlis & Peasley Financial is a trusted independent financial advisory firm specializing in elevating investment strategies. The firm offers a wide range of services to clients nationwide, including comprehensive investment programs, educational resources, and expert retirement planning solutions. With a client-centered approach, KPP Financial is committed to delivering exceptional financial guidance and personalized services to meet diverse investment goals.

The Client Services Lead is the primary voice of KPP Financial on the phone and a key driver of day-to-day client operations. You’ll manage essential account and money-movement workflows, keep tasks organized and moving forward, and ensure clients feel taken care of through prompt, confident communication.

This role is ideal for someone who is highly organized, inquisitive, coachable, and takes pride in doing things the right way—while also bringing a mindset of “How can we improve this process?”

Client Communication & Relationship Support

• Serve as the lead phone presence for the firm: answer calls, manage follow-ups, and communicate clearly and professionally
• Provide updates to clients on account requests (timelines, next steps, status checks)
• Coordinate with advisors and operations to ensure requests are completed accurately and on time

Account Operations (Core Day-to-Day)

• Execute account service requests such as:
• Opening accounts, funding, transfers, rollovers, and money movement requests
• Updating client information, beneficiary changes, standing instructions, and related forms
• Coordinating documentation, signatures, and processing requirements with custodians and platforms
• Maintain accurate records and task tracking to ensure nothing slips through the cracks
• Follow established procedures and checklists; flag issues early and escalate when needed

Systems & Tools

• Work across a variety of tools (training provided). Examples may include Orion and other client-service, portfolio, custodian, and CRM systems
• Learn quickly, ask good questions, and document what you learn so the whole team benefits
• Support process consistency by keeping templates, checklists, and internal notes up to date

Process Execution & Improvement

• Execute KPP’s client service processes consistently and professionally
• Identify friction points or recurring errors and propose improvements
• Help strengthen internal systems through better documentation, clearer workflows, and stronger follow-up habits

Team & Firm Support (Including Occasional HR/Admin)

• Assist with miscellaneous internal tasks that arise in a small, growing firm (e.g., basic HR/admin coordination, scheduling support, vendor coordination, internal tracking)
• Stay flexible, resourceful, and solution-oriented when priorities shift

What Success Looks Like (First 90 Days)

• You become the trusted “first call” voice of KPP: responsive, confident, and professional
• Client requests are tracked, processed, and closed out with high accuracy
• You learn our tools and processes quickly and contribute to making them clearer and more efficient
• The team feels supported because communication is tight and tasks don’t stall
• Strong communicator: clear, friendly, calm under pressure, and professional on the phone
• Highly organized with excellent follow-through and attention to detail
• Coachable and eager to learn; takes feedback well and improves quickly
• Inquisitive and proactive: asks smart questions and seeks to understand the “why”
• Process-minded: enjoys executing checklists/workflows and improving them over time
• Team-oriented and dependable; comfortable wearing multiple hats when needed
• Experience in financial services, client service, operations, or an RIA/custodian environment is a plus (but not required)
• Base Salary Range: $71,000 – $80,000 per year.
• Performance Bonus: Target monthly bonuses up to $1,000 based on firm and individual operational goals.
• 401(k) Plan: Professional retirement planning with a 5% firm match
• Insurance: Comprehensive Health and Dental insurance coverage.
• Work-Life Balance: Generous Paid Time Off (PTO) and a Hybrid work schedule based in our Irvine, CA office.