Kilter Group

Client Services Representative

• Serve as primary point of contact for assigned clients
• Ensure all client meetings have documented notes, assigned action items, and clear deadlines entered into CRM within 24 hours
• Coordinate with Investment Operations to initiate and track money movement, transfers, and account maintenance requests, confirming completion within expected timelines
• Manage custodian communications and servicing requests, ensuring proactive follow-through and client updates
• Oversee insurance case coordination, underwriting progress, and documentation tracking, ensuring no outstanding requirements exceed defined follow-up intervals
• Maintain real-time visibility into the active workload of all Client Service Executives
• Conduct weekly pipeline review meetings with the CSE team to review:
• - Open tasks
• - Aging items (7+ days outstanding)
• - Upcoming client meetings
• - Active onboarding workflows
• Review CRM activity to confirm:
• - 95%+ of client meetings have documented notes and assigned action items within 24-48 hours
• - All tasks have a clearly defined owner and deadline
• Monitor task aging and escalate items that exceed defined service-level standards.
• Identify bottlenecks in onboarding, servicing, or documentation and take ownership for driving them to resolution, modeling and reinforcing an outcome-oriented culture where issues are carried through to completion
• Serve as the operational checkpoint between: Client Service Executives, Private Wealth Planners, Advisors, Investment Operations
• Conduct structured pre-meeting readiness reviews for Tier 1 & 2 meetings to confirm:
• - Planning materials are complete
• - Reports are accurate
• - Action items from prior meetings are resolved
• Ensure hand-offs between departments are documented in CRM and assigned
• Resolve breakdowns in communication within 48 hours of identification
• Standardize meeting follow-up expectations across advisors to ensure consistency
• Conduct monthly CRM audit reviews to measure:
• - Task integrity rate
• - Action item documentation rate
• - Task completion velocity
• Track onboarding cycle time from signed agreement to funded account and recommended process improvements where delays exceed target benchmarks
• Propose at least one process enhancement per quarter focused on reducing servicing friction or improving efficiency
• Maintain documentation standards within CRM and Guru; ensure firm-wide adherence to documentation protocols
• Conduct bi-weekly 1:1 check-ins with each CSE focused on: workflow organization and execution gaps
• Provide feedback to Director of Operations & Compliance prior to performance reviews
• Communicate with Director of Operations & Compliance directly when standards are not being met and set corrective expectations
• Train new CSE and advisor hires on workflow discipline and execution standards
• Hold advisors accountable to documented process when servicing standards are bypassed

Wealth Management Client Service Executive – Team Lead