What are the responsibilities and job description for the Client Service Case Manager position at Kestra?
Kestra Financial is a wealth management platform dedicated to empowering independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor-focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clients
Lead with Purpose. Partner with Impact.
The Client Service Case Manager is responsible for the end-to-end management and resolution of service requests that cannot be completed during the initial contact with the Contact Center. Cases are assigned through established escalation and routing processes and remain under the ownership of the Case Manager until resolution.
This role serves as the central coordinator for complex service requests, partnering with internal teams to drive timely resolution while providing proactive communication and updates to advisors.
What You’ll Do:
- Assume ownership of unresolved cases escalated from the Contact Center.
- Use discretion and independent judgment to resolve case-related issues
- Maintains detailed case logs and updates for leadership review
- Drives cases to resolution through proactive ownership and follow-through
- Serve as the primary point of contact for advisors throughout the life of the case.
- Ensure all actions, communications, and case notes are documented accurately.
- Maintain accountability for meeting service level expectations and resolution timelines.
- Manage service requests requiring research, multiple touchpoints, or coordination across business units.
- Handle high-priority, sensitive, or advisor-impacting issues requiring enhanced support.
- Accept supervisor-assigned cases that require additional oversight or expertise.
- Evaluate root causes, identify resolution paths, and drive cases to completion.
- Know when to escalate to their dedicated Client Service Director when requests need cross collaboration outside the service organization.
- Partner with Client Service and Operations teams to resolve issues.
- Coordinate activities across multiple stakeholders to ensure timely completion.
- Escalate barriers and delays appropriately while maintaining ownership of the overall case.
- Track progress and follow through on outstanding action items.
- Know when to escalate to their dedicated Client Service Director when requests need cross collaboration outside the service organization.
- Provide proactive status updates throughout the case lifecycle.
- Set clear expectations regarding next steps and anticipated timelines.
- Minimize advisor effort by serving as the single point of accountability.
- Build trust and confidence through responsiveness, transparency, and follow-through.
- Identify recurring service issues and opportunities for process improvement.
- Provide feedback to Contact Center leadership regarding call drivers and escalation trends.
- Assist in developing knowledge resources and best practices to improve first-contact resolution.
What You Bring:
- 3 years of experience in client service, operations, contact center support, wealth management, or financial services.
- One year at Kestra or at least 2 years at a Wealth Management firm with similar case management role
- Strong problem-solving and critical-thinking skills.
- Ability to manage multiple cases simultaneously while maintaining quality and accuracy.
- Excellent written and verbal communication skills.
- Proven ability to work effectively across multiple departments.
- Experience supporting financial advisors.
- Experience in case management, escalation management, or service recovery environments.
- Working knowledge of brokerage, advisory, and account servicing processes.
- Experience utilizing CRM and workflow management systems.
- Active SIE and series 7 within one year
- Preferred FINRA Series 24 license
Internal Application Policy:
Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.
Benefits to support you:
- Competitive pay and benefits with a large employer (over 1600 employees nationwide)
- 401(k), health insurance, and a competitive benefits package
- Work in a supportive, collaborative environment committed to professional excellence
- Help clients navigate meaningful financial decisions with confidence
- Opportunities for training, development, and long-term growth within the firm
- Tuition reimbursement for qualified expenses
Kestra Values:
Our Mission is Powering Financial Independence, enabling the growth and success of investing clients and the advisors who serve them. We do that by living our values: Serve, Make it Happen, and One team.
Explore Life at Kestra
Kestra Holdings Website: https://www.kestrafinancial.com/
Careers Portal: https://jobs.dayforcehcm.com/en-US/kestra/KESTRACAREERSITE
LinkedIn: https://www.linkedin.com/company/kestra-financial
Apply Today
Lead with purpose. Apply now and help shape the future of Kestra.
Disclosure By applying to a job at Kestra Financial, Inc., you are agreeing to the following statements:
- You acknowledge that if hired, Kestra Financial, Inc. may, obtain and use background information concerning your credit, character, general reputation, personal characteristics, work habits, performance and experience for evaluation for your potential employment.
- It is the policy of Kestra Financial to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender, identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Kestra Financial prohibits any such discrimination or harassment.