Customer Success Representative

The Account Services Representative is a full-time, non-exempt position reporting to the Director of Operations. This position is dedicated to supporting advisors with financial account-related servicing and maintenance needs. The position focuses on managing the account lifecycle from new account setups through ongoing maintenance while providing excellent service, onboarding support and guidance on platform usage. This position works extensively with custodians, internal systems and cross-departmental teams to ensure accurate, timely and efficient handling of financial account service requests. This role serves as a primary operational point of contact for advisor, firm, and custodian-related service requests and owns a broad portfolio of account, advisor administration, and platform support casework.

Key Responsibilities:

• Advisor and Relationship Support:
• • Serve as the primary point of contact for account servicing requests, platform usage questions, and best practices guidance.
  • Directly manage and resolve service requests, including documentation tracking, alert triage, envelope status monitoring, and third-party data exports; escalate issues as appropriate.
  • Onboard and train new advisors and their staff on relevant tools, systems, and resources.
  • Collaborate with the Sales team and other internal teams to deliver a coordinated, high-touch advisor support experience.
• Account Management and Maintenance:
• • Process all new account paperwork ensuring completeness and accuracy before submitting requests to custodians and updating internal systems.
  • Manage account funding and maintenance requests (e.g., asset transfers, address changes, firm and advisor changes, beneficiary updates, ongoing standing instructions) in a timely fashion.
  • Coordinate internal and external data feeds, setups with custodians, the platforms and internal stakeholders to ensure proper setup.
  • Maintain up to date forms and ensure their accuracy within internal systems
  • Serve as first-line support for login, registration, and role-based access issues.
• Operational Support & Administrative Duties:
• • Perform regular audits for data accuracy across core systems, including the CRM and financial platforms ensuring all required information is completed and up to date at all relevant record levels.
  • Monitor and address daily custodian alerts related to account servicing.
  • Investigate accounts no longer feeding downloading to financial platform, ensuring only active, billable accounts remain in the database.
  • Prepare and distribute quarterly performance reports and ad hoc advisor or internal operational reports as requested.
  • Handle the generation and mailing of Negative Consent Letters for firm changes and other required notifications.
  • Participate in a rotation for managing and distributing daily physical mail.

Minimum Competencies & Qualities:

• Required:
• • Strong understanding of account administration and maintenance processes.
  • Proficiency with CRM software, financial platforms, and/or digital signature/document management tools.
  • Excellent organizational and time-management skills with the ability to manage multiple priorities in a fast-paced environment.
  • High attention to detail and accuracy, particularly with paperwork, data entry and system updates.
  • Effective written and verbal communication skills to interact with Advisors, custodians, and internal teams.
  • Strong problem-solving skills and analytical skills to resolve errors and situations efficiently
  • Ability to navigate and interpret technology platforms and internal reporting tools
  • Working knowledge of data integrity best practices and experienced with maintaining accurate client records across multiple systems.
• Key Attributes:
• • Exceptional client service mindset with a commitment to building and maintaining strong relationships.
  • Proactive and resourceful in identifying issues and resolving them before they escalate.
  • Adaptable to changing priorities, procedures, and technology enhancements.
  • Team-oriented with a willingness to collaborate and share knowledge.
  • Self-motivated and able to work independently while meeting deadlines.
  • Professional demeanor with a high degree of discretion and confidentiality.
  • Continuous improvement mindset, seeking opportunities to enhance processes and workflows.
  • Comfortable taking ownership of tasks from start to finish.