Client Service Specialist

Client Service Specialist (West Chester)

One of the fastest-growing financial planning firms in the nation is seeking a skilled Client Service Specialist for our West Chester, PA location.

A Client Services Specialist is responsible for delivering high-quality support to clients and financial advisors by handling account inquiries, processing service requests, and ensuring a smooth and positive client experience. This role serves as a key liaison between clients, advisors, and internal operational teams, assisting with account administration, documentation, and problem resolution.

 KEY RESPONSIBILITIES

1. Client Relationship Management

• Serve as the primary point of contact for clients, responding promptly to inquiries via phone, email, or in person.
• Build and maintain strong, long-term relationships by understanding client needs and financial goals.
• Conduct periodic check-ins (Proactive touches) and follow-ups to ensure ongoing client satisfaction.
• Attend all client meetings, take notes, and ensure action items are assigned and completed.

2. Account Support & Administration

• Onboard new clients which includes client intake & relationship initiation; documentation collection & verification; KYC, AML & Compliance Processes; Account Setup & System Configuration; Client Experience & Service Delivery
• Assist existing clients with account openings, transfers, maintenance requests, and documentation updates.
• Ensure accuracy and compliance with all paperwork, regulatory requirements, and internal procedures.
• Process service requests such as beneficiary changes, address updates, contribution/disbursement requests, and account linking.

3. Operational & Transaction Support

• Coordinate and monitor financial transactions, including deposits, withdrawals, and money movements.
• Troubleshoot account or platform issues, escalating complex matters to operations, compliance, or advisory teams, as necessary.
• Maintain detailed records of client interactions and service actions within CRM systems.

4. Client Education & Guidance

• Provide clients with information about firm products, digital tools, and account features.
• Help clients navigate online portals, statements, performance reports, and basic financial concepts (without providing advice if not licensed).

5. Compliance & Risk Management

• Adhere to industry regulations (e.g., SEC, FINRA) and internal compliance policies.
• Identify potential risks or suspicious activity and take appropriate action in alignment with firm protocols.

6. Collaboration & Internal Coordination

• Partner with financial advisors, portfolio managers, and operations teams to deliver a seamless client experience.
• Prepare reports, meeting materials, and documentation for advisor-client meetings.
• Participate in internal projects aimed at improving service processes and client satisfaction.

REQUIREMENTS

Experience & Education

• 3-7 years of operational experience in financial services, wealth management, or RIA/broker-dealer environments.
• Bachelor’s degree preferred.
• Series 7 and 66 licenses preferred but not required; we will support the right candidate in obtaining licensure.
• Experience with insurance, long-term care, and annuities is a plus.
• Technical Skills
• Proficiency with Microsoft Office Suite, particularly Excel and Word
• Comfortable learning and navigating CRM systems (Redtail, custodial platforms, and financial planning software (eMoney)
• Strong Understanding of account documentation, processing procedures, and regulatory workflows

Core Competencies

• Exceptional organizational skills with the ability to manage multiple priorities and deadlines simultaneously.
• Strong written and verbal communication skills, with particular emphasis on client-facing interactions.
• Meticulous attention to detail and commitment to accuracy in all documentation and transactions.
• Proven problem-solving abilities – able to research, troubleshoot, and resolve client issues independently while adhering to compliance standards.
• Excellent active listening and phone presence for frequent interactions with clients, advisors, attorneys, accountants, and custodians.

Work Style

• Client service-oriented mindset with a focus on relationship building and proactive support.
• Collaborative team player who works effectively across departments (advisors, operations, compliance).
• Self-motivated with the ability to work independently while knowing when to escalate complex matters.

Additional Position Details and Company Benefits

Once fully onboarded, each Client Service Specialist supports at least 150 households. This is a full-time, in-office position requiring five days per week on-site at our West Chester office to ensure seamless collaboration with our team and immediate client responsiveness.

Our comprehensive benefits package includes a competitive base salary plus performance-based bonus, health/dental/vision insurance, 401(k) with firm match, PTO policy, paid holidays, and a professional development stipend for designations and continuing education.

Key Financial, Inc., is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.