Head of Client Services

Head of Client Service

Reports To: Director of Operations

Department: Operations

Position Overview

The Head of Client Service leads Arcadia’s Client Service Specialist (CSS) team and ensures every client receives seamless, accurate, and exceptional service after they become a client. This role combines hands-on operational oversight with people leadership — building a high-performing team that executes with precision, communicates clearly, and embodies Arcadia’s Second to None client experience standard.

The Head of Client Service reports to the Director of Operations and collaborates closely with other department leaders to ensure Arcadia’s financial, tax, and legacy services function in harmony. This role is essential to the success of Arcadia’s family office model.

Key Responsibilities

Team Leadership & Development

• Lead and develop the Client Service Specialist team, ensuring clarity of roles, consistent execution, and a culture of accountability.
  
  • Conduct regular one-on-ones, performance reviews, and team meetings to drive improvement and engagement.
  • Identify skill gaps and coordinate training with the Director of Operations.
  • Foster a positive, client-first culture grounded in responsiveness, accuracy, and collaboration.

Operational Oversight

• Oversee all client service functions, including account maintenance, transfers, money movements, and documentation.
  
  • Ensure timely completion of tasks, adherence to SLAs, and reduction of errors across all service lines.
  • Partner with the Director of Operations to refine workflows, implement process improvements, and support cross-departmental initiatives.
  • Collaborate with the Client Technology Manager and the Data & Systems Analyst roles to ensure systems (CRM, Firelight, Wealthscape, Arcadia Portal) are used efficiently, accurately, and consistently across teams.

Quality Control & Compliance

• Partner with Compliance to ensure all client activities meet firm and regulatory standards.
  
  • Review task metrics weekly to identify trends, bottlenecks, and coaching opportunities.
  • Serve as escalation point for complex service issues, ensuring prompt and professional resolution.

Cross-Department Collaboration

• Work closely with Financial Planning to ensure seamless client handoffs, accurate execution of advisor recommendations, and clear communication throughout the client journey.
  
  • Partner with the Director of Financial Planning through a recurring biweekly meeting to identify process improvements, clarify responsibilities, and resolve any handoff or task-related issues between Planning and Client Service.
  • Contribute to firm-wide projects that enhance both client and team experience.

Continuous Improvement

• Champion process documentation, consistency, and accountability within the team.
  
  • Support the creation of SOPs, training materials, and knowledge-sharing across Operations.
  • Participate in quarterly operations reviews to evaluate service performance and recommend enhancements.

Minimum Qualifications

• 3–5 years of experience in financial services, wealth management, or a related client operations role.
• Proven leadership experience managing or mentoring a service or operations team.
• Strong understanding of financial account types (IRAs, annuities, brokerage, etc.) and compliance standards.
• Active Life, Accident & Health license and Series 63, 65, or 66 required (or ability to obtain within 6 months of hire).
• Proficiency in CRM and operational systems; ability to learn new technology quickly.
• Excellent communication, organization, and follow-through.

Key Competencies

• Operational Leadership: Keeps the trains running — clear processes, tight accountability, and dependable execution.
  
  • Client Advocacy: Balances efficiency with empathy, ensuring every client feels cared for and valued.
  • Collaboration: Works seamlessly with Planning, Tax, Legacy, and Operations to deliver a unified Arcadia experience.
  • Process Discipline: Loves structure, accuracy, and improvement. Builds systems that scale.
  • Coaching & Development: Grows people as much as they grow the work.

Success Looks Like

• Projects completed on time and with high accuracy.
• Fewer operational mistakes and improved accountability across teams.
• A culture of data-informed decisions and financial discipline.
• Measurable improvements in efficiency, communication, and client satisfaction.
• Seamless integration and performance of the family office platform.

We believe in taking care of the people who take care of our clients. Our benefits are designed to support your well-being, growth, and work-life balance, including:

• 100% employer-paid health, dental, and vision insurance
• Compensation structure: base salary $70,000 - $80,000 *based on experience
• Unlimited paid time off (PTO) and flexible scheduling
• Short-term disability, long-term disability, and life insurance — fully covered
• 401(k) retirement plan with 4% company match
• Professional development and continuing education opportunities
• Collaborative, people-first culture that values innovation and accountability
• Engaging workplace perks, including team events, community-focused volunteer initiatives and more

Arcadia challenges you to fearlessly live every day like it’s Saturday.

Anticipated start date: 1/5/2026