Client Service Representative

Role Overview

As a Client Service Representative (CSR), you will be responsible for delivering high-quality service and support to Advisory and Insurance clients using web-based systems for tracking, information gathering, education, and troubleshooting. This role involves handling customer inquiries related to accounts, transactions, products, and services, while ensuring compliance with regulatory requirements and internal policies. The CSR serves as a trusted resource, providing accurate information, resolving issues efficiently, and promoting a positive client experience.

• Provide a high level of client service support while handling client questions and concerns regarding products and services.
• Quickly build rapport and respond to clients compassionately by exceeding expectations.
• Demonstrate flexibility to customize client service approach to meet all communication styles and personalities.
• Ensure compliance with financial regulations, company policies, and data privacy standards.
• Meet or exceed performance metrics including call quality, productivity, and client satisfaction scores.
• Handle sensitive customer information with confidentiality and integrity.
• Maintain a high level of client service in a changing work environment.
• Educate clients on digital tools, account features, and self‑service options.
• Possess a cooperative and positive attitude toward clients, internal contacts, and team members.

• Handle inbound and outbound client calls in a professional manner in accordance with defined service levels and expectations.
• Resolve client issues and concerns, escalating complex cases to appropriate channels.
• Demonstrate knowledge, understanding, and compliance with licensing, regulatory obligations, and internal policies.
• Maintain and document complete and accurate call and case notes in CRM systems.
• Work effectively in multiple internal systems to solve problems.
• Receive direction and coaching to improve performance.
• Participate in team meetings and training.

• Listen, assess, and understand client needs using a consultative approach.
• Provide regular, professional communication and follow‑up with clients as needed.
• Assist clients over the phone with empathy and patience.

• Excellent ability to communicate effectively in a client‑service setting, including verbal and written communication skills.
• Ability to quickly assess current issues and formulate a response or resolution using analytical and problem‑solving skills.
• High level of attention to detail and accuracy.
• Strong computer skills with the ability to navigate multiple software applications while on client calls.
• Ability to work in a multi‑tasked environment and prioritize and organize work.
• Excellent oral and written communication skills and the ability to present complex issues/data with clarity and impact.
• Professional and courteous communication style.
• Ability to read, analyze, and interpret documents, detailed correspondence, procedure manuals, and applications.
• Proven success in client service and/or consultative sales environment.

• Minimum 3 years’ experience in a client‑service setting.
• Working knowledge of investment and insurance products.

• Bachelor’s degree.

Base salary range: $45,000 – $70,000 USD per year. Eligible for an annual short‑term incentive bonus.

Benefits include:

• Health and Welfare Benefits:
  Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identity Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program).
• Leave Benefits:
  Paid Holidays, Annual Paid Time Off (including state/local paid leave where required), Short‑Term Disability, Long‑Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off.
• Retirement Benefits:
  Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non‑qualified Deferred Compensation and Deferred Savings Plans.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider qualified applicants with arrest and conviction records for employment.

EOE, including disability/vets