What are the responsibilities and job description for the Senior Client Service Specialist position at Align Advisors?
Summary of Responsibilities
The Senior Client Service Specialist leads Align’s Service Team. This role is responsible for ensuring paperwork and workflows are accurate, compliant, and efficient so clients experience a simple, effortless, and pleasant interaction with Align. This person oversees service processes, ensures meeting preparation and follow-up tasks are completed, and continually improves workflows, templates, and communications so advisors can stay focused on client relationships and planning.
Principal Responsibilities
- Serve is the primary processor of all client service paperwork, ensuring it is accurate, compliant, and completed on time.
- Ensure meeting preparation, reports, notes, and paperwork are completed for annual reviews and other key meetings.
- Review advisor notes after meetings and translate them into clear, actionable tasks for the appropriate teams.
- Assign and monitor tasks assinged to other team members. Following up on task progress and completion. Offering assistance to move tasks forward.
- Spot check service work for accuracy and completeness; address errors and coach the team as needed.
- Review and refine workflows, templates, and standard communications to improve efficiency and client experience.
- Work directly with custodians, mutual fund companies, insurance carriers, and other financial institutions to resolve issues and move transactions forward.
- Communicate professionally with clients and outside institutions to gather information, clarify issues, and provide updates as needed.
- Play a key role in onboarding and training new Service Team members on workflows, standards, and systems.
Required knowledge/Skills/Competencies
- 5 years in a processing-intensive, detail-oriented role in financial services, insurance, real estate, or a similar regulated environment.
- 5 years of client service experience.
- Exceptional attention to detail, organizational skills, and follow-through.
- Ability to effectively prioritize competing workloads and meet deadlines.
- Team-first mindset with the flexibility to wear multiple hats and support the broader needs of the firm as priorities evolve.
- Proven ability to troubleshoot service and processing issues by investigating root causes, coordinating with internal teams and outside institutions, and following through until resolved.
- Proficiency with Microsoft Office, CRM systems, and web-based applications; LPL ClientWorks experience is a strong plus.
- Strong written and verbal communication skills and a collaborative mindset.
Position Type/Expected Hours of Work
This is a full-time position. Standard hours are Monday through Thursday, 8:30 a.m. to 5:00 p.m., and Friday, 8:30 a.m. to 4:00 p.m. (subject to rotational schedule). The role is primarily in-office; however, a remote arrangement may be considered. This position may require occasional after-hours support for time‑sensitive matters or client appreciation events.
Comments
This is a critically important role for our firm as the relationship between our client services team and our clients is central to the client experience. The retention of client assets impacts our firm’s profitability. Also, the strength of the relationships between clients and our service support team allows advisors to focus on more advanced activities that grow the firm. Also, the role is vital to ensuring that we are operating in a compliant manner in accordance with broker dealer and regulatory guidance.