Client Experience Specialist - Governments & Instutions

This full-time, hourly position is based in Worcester, MA. The Client Experience Specialist (CES) is a critical operations and client service role within the Bartholomew Governments & Institutions (BGI) team. The position is central to ensuring that every client interaction — whether related to account administration, reporting, or operational workflows — is handled with accuracy, consistency, and care.

Bartholomew & Company manages over $6 billion in total client assets, including $3.5 billion for more than 340 government and institutional entities across New England. Our relationships span cities, towns, municipalities, and other public institutions that entrust us with accounts ranging from under $1 million to over $100 million in AUM, reflecting a firm-wide commitment to delivering exceptional service at any scale.

• Manage complex client service workflows across advisor teams
• Serve as escalation point for challenging client service issues
• Communicate proactively with clients regarding service matters and account needs
• Ensure consistent and high-quality client service delivery

• Oversee complex transactions including transfers, account updates, and operational requests
• Review and process service requests to ensure accuracy and compliance
• Maintain and oversee client documentation within CRM and operational systems
• Coordinate complex client service across custodians and platforms
• Prepare reports as needed, including monthly, quarterly, semi- and annual reports
• Material & binder preparation for client reviews

• Lead by example and inspire colleagues both in person and virtually
• Provide insights and improvements on workflows, service processes, and client communication
• Support training of new service team members
• Promote best practices in service operations

• Ensure adherence to firm policies and regulatory requirements
• Identify opportunities to improve operational processes and workflows

• Partner closely with Investment Advisors to support client relationships
• Coordinate service delivery for Investment Advisors
• Participate in service team & advisory team discussions and process improvements

Other related duties as assigned.

• Proficiency with Microsoft 365 Suite (Outlook, Excel, Word, PowerPoint, Co-Pilot)
• CRM and financial services platform expertise (familiarity with Wealth Box CRM, LPL’s Clientworks and/or Orion is a plus)
• High-complexity transaction processing
• Operational workflow optimization
• Familiarity with financial markets

• Promotes service excellence and operational discipline
• Mentors and coaches junior service team members, as applicable

• Proactive and meaningful communication and connection with clients
• Ability to manage complex service needs and client expectations
• Prepare for and attend Annual BGI dinner

• Strong problem-solving ability
• High attention to detail and accuracy
• Ability to manage multiple priorities in a fast-paced environment

• Bachelor’s Degree in any field of study (Preferred)
• 3–5 years of financial services and/or client service experience

• Clients First. Always:
  Approaches every client-related task with care, professionalism, responsiveness, and a commitment to delivering an exceptional experience.
• Own Your Role:
  Takes a proactive approach to problem solving and contributing to team and client success, demonstrates sound judgment, follows through on commitments, upholds high ethical standards and a fiduciary mindset in all work and client interactions, and appropriately escalates matters…