Client Relationship Specialist

• Support advisors within an assigned territory as part of a team-based servicing model
• Respond to advisor inquiries by phone, email, and chat with timely and accurate resolution
• Build advisor familiarity and relationships while ensuring continuity of service in a shared coverage model
• Collaborate with team members to balance workload and maintain consistent service coverage
• Guide advisors on systems, custodial requirements, workflows, and platform capabilities
• Support adoption and effective use of Orion platforms, systems, and tools through education and guidance
• Use AI-generated insights, engagement trends, service history, and knowledge resources for proactive outreach and service improvement
• Leverage approved AI tools and automation to improve servicing efficiency and personalize advisor experiences
• Use AI-assisted tools to research inquiries, summarize interactions, draft communications, categorize cases, identify next steps, and improve follow-up
• Anticipate advisor needs, identify service risks, and improve advisor satisfaction
• Provide guidance on best practices, policies, procedures, workflows, and servicing efficiencies
• Deliver training and ongoing education
• Manage advisor requests from intake through completion, coordinating with internal teams for timely resolution
• Provide financial trade assistance, including point-of-call trade processing support and online trade execution
• Resolve documentation issues, including NIGO items, and help prevent recurrence
• Process daily servicing work, including account management and call support
• Meet or exceed service metrics for quality, timeliness, productivity, first-contact resolution, and advisor satisfaction
• Provide communication and status updates to advisors and internal stakeholders
• Contribute ideas to improve processes, AI-enabled workflows, knowledge resources, and advisor experience
• Build cross-functional relationships across Service, Sales, Operations, Compliance, Technology, Product, and other teams
• Support team initiatives and projects
• Share AI use cases, workflow improvement ideas, and lessons learned
• Adhere to regulatory and company requirements in a high-risk financial environment
• Validate AI-generated recommendations, communications, summaries, and next steps before use
• Protect sensitive information and apply appropriate judgment when using AI-enabled tools and digital workflows

Requirements

• Bachelor’s degree in Business, Finance, or related field required; equivalent experience may be accepted in lieu of a Bachelor’s degree
• Minimum of two (2) years of experience in client service or financial services required
• Strong communication and relationship management skills
• Ability to thrive in a team-based, shared service model
• Ability to manage multiple priorities in a fast-paced environment
• Problem-solving mindset with strong attention to detail
• Professional handling of complex or sensitive situations
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Experience with CRM platforms (e.g., Salesforce) preferred
• Comfort using approved AI-enabled tools, automation, knowledge resources, and digital workflows
• Responsible use of AI, including validating outputs, protecting sensitive information, and escalating when human review or guidance is needed
• Curiosity, adaptability, and continuous improvement mindset
• Ability to own and manage stakeholder relationships and work effectively with people at all organizational levels
• Candidates should be located within a commutable distance to one of the listed offices

Core Competencies

Demonstrates expertise in client service within financial services, leveraging AI-enabled tools and automation to enhance advisor experiences and improve servicing efficiencies. Strong communication and relationship management skills are…