Job Description
Please note that while this position is remote, qualified candidates should be located in the Pacific Time Zone. Primary Responsibilities Deliver accurate and timely service daily to advisors and clients with a “one contact resolution” mindset. Take ownership of client issues and work towards prompt resolution, following through until the matter is fully resolved. Handle all communications between the custodians and Operations with 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 our clients, demonstrating empathy and understanding their requests and needs. Prioritize and manage multiple advisor and client requests simultaneously through different communications channels (such as email, Microsoft Teams, phone, and CRM/portal), ensuring our service level agreements are met. This requires strong organizational and time management skills, as well as the ability to handle competing priorities and manage client and advisor expectations. Effectively handle a steady flow of diverse and various advisor and client requests and provide solutions to complex operations issues. This can involve working with custodian partners and various departments within the organization to gather information, escalate and track issues, propose win-win solutions, and communicate updates to advisors and clients. Collaborate closely with internal teams to research and respond to inquiries for a cohesive advisor and client experience while balancing advocacy for internal and external partners. Utilize customer relationship management (CRM) platforms such as Salesforce to manage and monitor client cases on a daily basis, 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 on their operations and service requests. This incl
