Advisor Support Lead, Assistant Vice President - Wealth Custody & Clearing

Position: Advisor Support and Experience Lead, Assistant Vice President - Wealth Custody & Clearing
Role Description & Opportunity State Street Wealth Custody and Clearing is seeking a Service Lead to deliver a high-quality, relationship-focused service experience for our RIA clients and their end investors. This role serves as a critical member of the advisor support model, acting as a primary point of contact for service inquiries while ensuring consistent, accurate, and timely resolution across service channels.

The Service Lead operates within a modern, omni-channel service environment (phone, email, and digital platforms) and plays a key role in executing State Street’s service strategy through daily interactions. This individual combines strong client service instincts, operational knowledge, and sound judgment to resolve issues, support transactions, and guide State Street’s RIA partners through complex or time-sensitive situations.

This role offers the opportunity to develop deep expertise across custody operations, financial products, and service workflows, while contributing to a scalable, technology-enabled service model leveraging platforms such as Salesforce Service Cloud and AI-assisted tools. It is ideal for professionals who thrive in a fast-paced, client-centric environment and are motivated to build trusted relationships through exceptional service delivery.

Key Responsibilities Serve as a front-line point of contact for RIA partners, handling inbound service inquiries via phone, email, and digital channels

Deliver timely, accurate, and high-quality resolution to client requests, including account servicing, transaction processing, and general inquiries

Execute financial transactions and service requests across asset classes (e.g., equities, mutual funds, fixed income, cash movements), ensuring accuracy and compliance

Triage and resolve service issues independently where appropriate, escalating complex or sensitive matters to specialized teams (e.g., Trading, Operations, Compliance) as needed

Provide clear, concise communication to clients throughout the lifecycle of a request, ensuring transparency and confidence

Support onboarding, account maintenance, and documentation workflows in alignment with regulatory and operational requirements

Leverage Salesforce Service Cloud (and related tools) to create, manage, and update cases; ensure accurate documentation of all client interactions

Contribute to effective case management, including adherence to service level agreements (SLAs), escalation protocols, and follow-through

Collaborate with internal partners across operations, product, and technology to support end-to-end service delivery

Identify trends, recurring issues, and opportunities for process improvement; provide feedback to leadership to enhance service quality and efficiency

Support adoption of digital and self-service tools by guiding advisors and clients through available capabilities

Participate in team initiatives focused on continuous improvement, operational excellence, and client experience enhancement

Required

Skills & Qualifications 2–4 years of experience in financial services, client service, or advisor support environments (broker-dealer, custody, or wealth management preferred)
Series 7 license required or ability to obtain within a defined timeframe;
Series 63/66 preferred

Demonstrated ability to deliver high-quality service in a fast-paced, client-facing role Working knowledge of financial products, markets, and basic investment concepts

Strong problem-solving skills with the ability to assess issues, determine appropriate actions, and follow through to resolution

Excellent verbal and written communication skills, with the ability to build trust and explain complex topics clearly

Proven ability to manage multiple priorities, meet deadlines, and maintain attention to detail

Comfort operating in structured, regulated environments with defined processes and escalation requirements

Proficiency with technology platforms and tools; experience with Salesforce Service Cloud or similar CRM/case management platforms preferred

Ability to work effectively both independently and as part of a team in a collaborative environment

Strong organizational skills and commitment to accuracy,…