Summitry
Client Service Specialist Manager
Summitry, Foster City, California, United States, 94420
Job Description
Client Service Specialist Manager
Summitry is a Bay Area wealth management firm with more than $2B in assets, 40+ employees, and over 1000 clients, offering personalized financial planning and investment strategies, rooted in local insight. Join an innovative and collaborative team, focused on being the most admirable advisory firm helping families thrive through the unique set of opportunities and challenges posed by life in the Bay Area.
Position Description
Reports to: Conor Wilkes (Chief Operating Officer)
Benefits: Yes
Status: Full Time/Exempt
Date: Immediately
Work environment: Hybrid - WFH 50%/month
Job Summary
The Client Service Specialist (CSS) Manager leads the client service team and collaborates with the Private Client Group to ensure smooth daily operations and execution of business objectives. This role involves overseeing client service activities, enhancing satisfaction, and driving process improvements. The CSS Manager provides operational support to the Private Client Group and clients, while managing and developing the CSS team, and offers additional support to the Chief Operating Officer. Key responsibilities include optimizing business operations, resolving conflicts, and streamlining workflows to improve efficiency. The manager also coordinates team activities, development, and productivity of other Client Service Specialists, demonstrating strong leadership through effective communication, proactive decision-making, and strategic planning.
Duties and Responsibilities
• Team Leadership & Development:
o Lead and mentor a team of Client Service Specialists to deliver exceptional client service
o Provide training and development to new hires and existing team to enhance team skills, ensuring they stay updated on industry regulations and firm standards
o Set clear performance goals and regularly review progress, providing constructive feedback and coaching as needed
o Leads team meetings, and advocates for team members with Executive Leadership, and ensures high morale
o Serves as the key liaison between Executive Leadership and the team, facilitating solutions that align with the needs and goals of both parties
• Client Relationship Management:
o Act as the primary escalation point for client service issues, ensuring timely and accurate resolution
o Maintain strong client relationships by providing high-touch, personalized service and proactively addressing client needs
o Collaborate with Private Client Group (Financial Advisors and Associates) to support client onboarding, account management, and ongoing client service needs
• Operational Excellence:
o Oversee the day-to-day operations of the client service team, ensuring adherence to policies, procedures, and compliance standards.
o Develop and implement efficient workflows and processes to improve service delivery and enhance the client experience
o Ensure accurate and timely completion of tasks (such as account setup, money movement, document processing, generating reporting, and other account maintenance requests)
o Serves as primary liaison between Summitry and Custodians (Schwab/Fidelity)
o Completes administrative tasks and updates internal systems
• Cross-functional Collaboration:
o Work closely with other departments, including Private Client Group, Business Development, and Research, to ensure seamless client service and the resolution of complex issues
o Lead process improvements to improve service processes and technology adoption, ensuring the team is leveraging tools and systems effectively
Qualifications
• 5+ years of experience in client service or operations within wealth management/RIA
• 2+ years of proven experience managing a client service team in a high-touch environment
• Strong understanding of wealth management products and services, including portfolio management, retirement planning, and financial advisory (Alternative investment paperwork experience is a plus)
• Bachelor's degree
• CRM (Salesforce preferred), portfolio account software, and Schwab custodian and web interface experience
• Strong leadership and team-building abilities
• Client-focused with a passion for delivering high-quality service
• Ability to work independently but also be a proactive contributing team member
• Strong attention to detail and ability to manage multiple priorities
• Collaborative and able to work cross-functionally within the organization
• Ability to handle high-pressure situations and make decisions quickly and effectively
• Must have a mode of transportation for travel (occasional notary/client meetings)
Salary and Benefits
The expected base salary for this position will range from $125-160K plus eligibility (after 6 months) for incentive compensation based on successfully completing metrics. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.Medical, dental, and vision coverage, Flexible Spending Account/Health Savings Account and 401K planMore details: https://summitry.com/careers
Company Culture and Values
At Summitry, our mission is to help families thrive through the unique set of opportunities and challenges posed by life in the Bay Area. (Translation: we help you live your best Bay Area life).
Our core values are the most important aspect of our culture. They reflect the values of our leaders and people, and we are committed to pursuing them daily. Our culture reflects our values in the way we treat each other:
• CARE - we care for each other, our clients, and our community
• GROW - we have an intrinsic desire to grow ourselves and our firm
• DRIVE - we are fiercely driven to achieve our goals and those of our clients
While having an impressive resume is a plus, Summitry strives to find not only top talent but the "right" talent. We're proud of the culture we've built, and we seek individuals who are not only excited about their role and responsibilities but also demonstrate our values and desire to contribute towards the growth of our firm.
Summitry, LLC is an Equal Opportunity Employer
Client Service Specialist Manager
Summitry is a Bay Area wealth management firm with more than $2B in assets, 40+ employees, and over 1000 clients, offering personalized financial planning and investment strategies, rooted in local insight. Join an innovative and collaborative team, focused on being the most admirable advisory firm helping families thrive through the unique set of opportunities and challenges posed by life in the Bay Area.
Position Description
Reports to: Conor Wilkes (Chief Operating Officer)
Benefits: Yes
Status: Full Time/Exempt
Date: Immediately
Work environment: Hybrid - WFH 50%/month
Job Summary
The Client Service Specialist (CSS) Manager leads the client service team and collaborates with the Private Client Group to ensure smooth daily operations and execution of business objectives. This role involves overseeing client service activities, enhancing satisfaction, and driving process improvements. The CSS Manager provides operational support to the Private Client Group and clients, while managing and developing the CSS team, and offers additional support to the Chief Operating Officer. Key responsibilities include optimizing business operations, resolving conflicts, and streamlining workflows to improve efficiency. The manager also coordinates team activities, development, and productivity of other Client Service Specialists, demonstrating strong leadership through effective communication, proactive decision-making, and strategic planning.
Duties and Responsibilities
• Team Leadership & Development:
o Lead and mentor a team of Client Service Specialists to deliver exceptional client service
o Provide training and development to new hires and existing team to enhance team skills, ensuring they stay updated on industry regulations and firm standards
o Set clear performance goals and regularly review progress, providing constructive feedback and coaching as needed
o Leads team meetings, and advocates for team members with Executive Leadership, and ensures high morale
o Serves as the key liaison between Executive Leadership and the team, facilitating solutions that align with the needs and goals of both parties
• Client Relationship Management:
o Act as the primary escalation point for client service issues, ensuring timely and accurate resolution
o Maintain strong client relationships by providing high-touch, personalized service and proactively addressing client needs
o Collaborate with Private Client Group (Financial Advisors and Associates) to support client onboarding, account management, and ongoing client service needs
• Operational Excellence:
o Oversee the day-to-day operations of the client service team, ensuring adherence to policies, procedures, and compliance standards.
o Develop and implement efficient workflows and processes to improve service delivery and enhance the client experience
o Ensure accurate and timely completion of tasks (such as account setup, money movement, document processing, generating reporting, and other account maintenance requests)
o Serves as primary liaison between Summitry and Custodians (Schwab/Fidelity)
o Completes administrative tasks and updates internal systems
• Cross-functional Collaboration:
o Work closely with other departments, including Private Client Group, Business Development, and Research, to ensure seamless client service and the resolution of complex issues
o Lead process improvements to improve service processes and technology adoption, ensuring the team is leveraging tools and systems effectively
Qualifications
• 5+ years of experience in client service or operations within wealth management/RIA
• 2+ years of proven experience managing a client service team in a high-touch environment
• Strong understanding of wealth management products and services, including portfolio management, retirement planning, and financial advisory (Alternative investment paperwork experience is a plus)
• Bachelor's degree
• CRM (Salesforce preferred), portfolio account software, and Schwab custodian and web interface experience
• Strong leadership and team-building abilities
• Client-focused with a passion for delivering high-quality service
• Ability to work independently but also be a proactive contributing team member
• Strong attention to detail and ability to manage multiple priorities
• Collaborative and able to work cross-functionally within the organization
• Ability to handle high-pressure situations and make decisions quickly and effectively
• Must have a mode of transportation for travel (occasional notary/client meetings)
Salary and Benefits
The expected base salary for this position will range from $125-160K plus eligibility (after 6 months) for incentive compensation based on successfully completing metrics. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.Medical, dental, and vision coverage, Flexible Spending Account/Health Savings Account and 401K planMore details: https://summitry.com/careers
Company Culture and Values
At Summitry, our mission is to help families thrive through the unique set of opportunities and challenges posed by life in the Bay Area. (Translation: we help you live your best Bay Area life).
Our core values are the most important aspect of our culture. They reflect the values of our leaders and people, and we are committed to pursuing them daily. Our culture reflects our values in the way we treat each other:
• CARE - we care for each other, our clients, and our community
• GROW - we have an intrinsic desire to grow ourselves and our firm
• DRIVE - we are fiercely driven to achieve our goals and those of our clients
While having an impressive resume is a plus, Summitry strives to find not only top talent but the "right" talent. We're proud of the culture we've built, and we seek individuals who are not only excited about their role and responsibilities but also demonstrate our values and desire to contribute towards the growth of our firm.
Summitry, LLC is an Equal Opportunity Employer