Customer Service Specialist

Join to apply for the Customer Service Specialist role at XYPN
.

This range is provided by XYPN. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

XYPN is the only turnkey advice and planning platform that makes it possible for fee‑only financial advisors to build the independent firm of their dreams with complete autonomy. We do this through ongoing advocacy and access to education and training, curated technology, compliance support, community, and back‑office and client support services.

This is an opportunity to join a company on a mission to help others—and you—live your best lives.

The Client Service Specialist is a frontline member of the Client Service team, responsible for delivering accurate, timely, and high‑quality operational support to financial advisors across our TAMP and Sapphire platforms.

This role focuses on execution, follow‑through, and clear communication. Client Service Specialists work service requests end‑to‑end, collaborate closely with teammates, and escalate questions or complex issues to the Client Service Manager for guidance and coaching.

We’re looking for someone who can approach each service request with an understanding of the advisor’s broader context and goals. While timely resolution is important, success in this role means helping advisors move their work forward, not simply completing individual tasks.

XY Investment Solutions, LLC is an SEC‑registered investment adviser offering two service models:

• Sapphire
  : a corporate RIA affiliation model for fee‑only advisors

We expect the RIA and service platform to grow significantly over the next several years.

• Respond to advisor service requests through our ticketing system (Help Scout) and phone in a timely, professional manner.
• Own service requests through to completion, ensuring clear communication and proactive follow‑up.
• Coordinate with custodians to resolve NIGOs, facilitate fund transfers, and track requests to resolution.
• Accurately complete paperwork, forms, and Docusign envelopes with a high degree of attention to detail.
• Prepare and send client agreements and support advisor onboarding activities, ensuring accuracy, clarity, and timely follow‑through.
• Work assigned tickets independently while collaborating with teammates to move shared or related items across the finish line.
• Maintain clear visibility into work status using internal tools and systems.
• Support team success by helping unblock work when priorities shift or capacity is constrained.
• Follow prioritization guidance and service standards set by the Client Service Manager.
• Ensure service work is completed accurately, thoroughly, and in alignment with documented processes.
• Identify patterns, recurring issues, or process gaps and surface them to the Client Service Manager.
• Contribute ideas that improve efficiency, clarity, or advisor experience.
• Participate in team training and coaching to continue building technical and operational skills.

• Number of tickets resolved fully
• First response time

• Start Date:
  
  Immediately
• Status:
  Full‑time (40‑45 hours per week with flexible schedule)
• Overtime Status:
  Exempt (Ineligible for Overtime)
• Team: XYIS
• Reports To:
  
  Director of Advisor Experience
• Direct reports:
  None
• Travel:
  Up to 10% travel (e.g., 2‑3 weeks per year) for team retreats and other company events

(If you think, “I only meet 80% of these qualifications,” still apply!)

• 1+ years of experience in customer service or operational support
• 1+ years of experience in financial services
• Strong attention to detail and pride in producing accurate, high‑quality work
• Clear written and verbal communication skills
• Comfort working across multiple systems and learning new tools quickly
• Strong organizational skills and the ability to manage multiple open work items
• A collaborative mindset and willingness to ask questions, seek feedback, and learn
• Comfort with both routine work and changing priorities in a fast‑paced environment

• Prior experience working in an RIA, TAMP, or broker‑dealer environment
• Experience working with Charles Schwab or other…