Client Service Specialist II

Overview

Rio 2100, 63 S Rockford Drive, Tempe, Arizona, United States of America

Job Description posted Friday, September 19, 2025 at 6:00 AM.

Kestra Financial provides a leading independent advisor platform that empowers sophisticated, independent financial professionals, including traditional and hybrid RIAs, to prosper, grow, and provide superior client service. Kestra Financial supports independent financial advisors in delivering comprehensive securities and investment advisory services to their clients.

Position: Client Service Specialist II (Senior Client Service Associate, Account Services)

• Lead Complex Processing & Issue Resolution
  • Serve as a primary subject matter expert across multiple account services processing areas (e.g., New Accounts, Maintenance, Transfer of Assets, Specialty Services), handling escalated and highly complex transactions and inquiries.
  • Process intricate new accounts, incoming and outgoing transfers, direct rollovers, Periodic Investment Plans (PIPs), Systematic Withdrawal Plans (SWPs), and special account features for both existing and transitioning firms, ensuring compliance with intricate requirements.
  • Proactively identify and resolve Not-In-Good-Order (NIGO) issues, working directly with advisors and internal partners on complex solutions.
  • Drive the resolution of unique or challenging account maintenance requests and transactional exceptions.
• Provide Advanced Client & Advisor Support
  • Act as a senior point of contact for critical operational needs of all clients and their support staff, offering expert guidance and solutions.
  • Manage high-priority phone and email queues, handling complex inquiries that require in-depth research and cross-functional coordination.
  • Oversee and resolve complex Salesforce cases, leveraging advanced system knowledge and problem-solving skills.
  • Provide in-depth education and training to representatives and their assistants on complex operational procedures and Advisor Complete functionalities.
• Drive Operational Excellence & Team Leadership
  • Identify opportunities for process enhancements and efficiency gains, taking initiative to propose and implement solutions that improve departmental workflows and service quality.
  • Mentor and provide guidance to junior Client Service Specialists and Associates, sharing expertise and fostering their development.
  • Lead small projects or initiatives focused on improving internal procedures, documentation, or training materials.
  • Collaborate with Sales Supervision, Legal, Compliance, and other departments to resolve complex paperwork and operational issues.
  • Champion departmental efforts to exceed processing standards and contribute to a culture of continuous improvement, advocacy, and integrity.
  • Analyze complex financial reports to identify discrepancies or trends impacting processing.
  • Perform special projects and assignments requiring independent judgment and deep functional knowledge.

• Extensive Experience & Expertise: 3–7 years of progressive experience in brokerage/financial services operations and client support, with demonstrated expertise across multiple processing functions.
• Advanced Problem-Solving & Strategic Thinking:
  Ability to analyze complex situations, identify root causes, and develop effective, long-term solutions. Strong judgment and decision-making skills, even in ambiguous situations.
• Exceptional Communication & Influence:
  Superior verbal and written communication skills, including the ability to articulate complex concepts clearly, mediate challenging conversations, and influence outcomes with internal and external stakeholders.
• Informal Leadership & Mentorship:
  Demonstrated ability to guide and mentor less experienced team members, share knowledge, and foster a collaborative environment.
• High Autonomy & Proactivity:
  Works independently, managing multiple priorities and projects with minimal oversight; proactive in identifying potential issues and driving solutions.
• Technical Mastery:
  Advanced proficiency with Microsoft Office Suite and expert-level command of relevant operational systems (e.g., Advisor Complete, Laser Fiche, Salesforce).
• Client-Centric & Service Excellence:
  Commitm…