Client Service Leads serve as a key support to the Client Service Relationship Manager (CSRM) while providing hands-on leadership and operational oversight within the client service team. This role ensures continuity of service, peer guidance, and strong day-to-day execution and continuity of service.

ROLES & RESPONSIBILITIES  

• Act as a point of escalation and guidance for Client Service Associates, providing coaching, peer mentorship, and real-time problem solving.

• Reinforce best practices, service standards, and compliance requirements across the team.

• Support onboarding and training of new team members, ensuring readiness to manage client needs effectively.

• Foster collaboration, accountability, and a client-first mindset within the team.

• Oversee client servicing processes including onboarding, transfers, account maintenance, and custodial coordination.

• Partners and is a liaison with departments, Managing Directors and/or Consultants to deliver seamless, high-quality client experience.

• Works closely with custodial partners to resolve any issues and provide continuous education to the Client Service Teams. 

Leadership & Strategic Oversight 

• Provide direction and leadership for Client Services activities, including onboarding, operations, servicing, and ongoing client support.

• Lead, coach, and develop Client Service employees, ensuring accountability, collaboration, and professional growth.

• Step in as backup to the CSRM by handling client inquiries, coordinating service delivery, and maintaining relationships when needed.

• Foster a culture of excellence, team mentality, transparency, and proactive client service within Client Service. 

Client Servicing & Operational Excellence 

• Support client servicing standards to ensure consistent, timely, and compliant execution of all requests and processes.

• Manage key workflows related to onboarding, transfers of assets (ACAT and paper-based), account maintenance, and custodian coordination.

• Partner with Managing Directors/Consultants to ensure smooth transitions, timely deliverables, and accurate communication with clients and third parties.

• Support implementation of new procedures, systems, or regulatory changes impacting client service.

• Escalate potential client, operational, or regulatory risks to the CSRM and leadership as appropriate.

Process Management & Governance

• Help maintain a high level of client satisfaction by ensuring issues are resolved promptly and professionally.

• Support adherence to compliance, risk management, and internal control standards.

• Escalate potential client, operational, or regulatory risks to the CSRM and leadership as appropriate.

• Support audit and compliance reviews by ensuring records, workflows, and communications meet firm documentation standards. 

Data Management & Technology Alignment 

• Oversee all institutional data structures and hierarchies within Salesforce Financial Services Cloud (FSC).

• Define and enforce standards for data entry, record linking, and field management to ensure accuracy and reporting consistency in FSC.

• Serve as a subject matter expert for data integrity across custodial and internal systems (Fidelity Wealthscape, Schwab, etc.). 

Cross-Functional Collaboration 

• Collaborate with departments, CSRM, and Managing Director of Services to align Institutional and Private Client Servicing models and identify firmwide synergies.

• Serve as the liaison between teams to ensure service continuity and information accuracy.

• Represent Institutional Services in internal committees, technology initiatives, and client experience discussions. 

Training, Communication & Development 

• Serve as a stabilizing presence during team or organizational changes, maintaining service consistency and confidence for clients.

• Facilitate onboarding and continuing education for Client Service team.

• Lead regular meetings to share updates, gather feedback, and reinforce best practices.

• Bachelor’s degree in business, finance, accounting, or a related field preferred.

• 5+ years of experience in wealth management, financial services, investment operations, or client service, with progressively increasing responsibility.

• Demonstrated expertise in account opening, account maintenance, and custodial service processes across multiple custodians.

• Advanced knowledge of financial planning concepts, investment account administration, and client service best practices.

• Proven ability to independently research, analyze, and resolve complex client, operational, and custodial issues.

• Strong understanding of workflow management, prioritization, and resource planning in a fast-paced environment.

• Experience serving as a subject matter expert and trusted resource for colleagues, advisors, and internal partners.

• Demonstrated success training, mentoring, onboarding, and developing team members to improve individual and team performance.

• High level of proficiency with wealth management technology platforms, CRM systems, custodial platforms, and electronic workflow tools, including DocuSign and related technologies.

• Exceptional organizational skills with the ability to manage multiple priorities while maintaining a high degree of accuracy and attention to detail.

• Strong leadership skills with the ability to influence, coach, and support team members without direct authority.

• Excellent problem-solving and decision-making abilities, including knowing when and how to appropriately escalate issues.

• Outstanding written and verbal communication skills with the ability to communicate clearly and professionally with clients, advisors, custodians, and internal stakeholders.

• Demonstrated emotional intelligence, professionalism, and sound judgment when handling sensitive client and employee matters.

• Proven ability to build collaborative relationships across teams and foster a positive, service-oriented culture.

• Commitment to delivering an exceptional client experience while upholding firm policies, procedures, and service standards.

• Ability to anticipate client and operational needs, proactively identify risks and opportunities, and implement practical solutions.

• Demonstrated ability to lead by example, drive continuous improvement, and contribute to the overall success of the Client Service team and the firm. 

Preferred Qualifications 

• Previous experience leading, mentoring, or coordinating the work of Client Service Associates or similar client service professionals.

• Experience supporting financial advisors, wealth advisors, and financial planners within a Registered Investment Advisor (RIA), broker-dealer, trust company, or similar financial institution.

• Industry licenses or professional designations such as FPQP®, CRPC®, CFP®, or other relevant certifications are a plus. 

ABOUT CLEARSTEAD 

Clearstead is a financial advisory firm serving wealthy families and leading institutions. Our mission is to enable wealthy families and leading institutions to meet their financial objectives and achieve their aspirations, building stronger futures for their families, their communities, and themselves. 

We fulfill our mission by creating a unified investment framework for our clients and integrating financial planning, tax planning and compliance, trust administration services with investment management to address complex financial situations.