Client Services Representative

• Own the day-to-day leadership, performance management, and development of a regional team of CSAs and CSMs.
• Conduct regular 1:1s, coaching, performance feedback, and career development planning.
• Manage daily staffing coverage, workload distribution, and PTO planning to ensure consistent service delivery.
• Own the health of advisor relationships in your region, ensuring strong communication, responsiveness, and trust.
• Serve as the first point of leadership escalation for advisors and internal teams.
• Own regional onboarding execution including staffing assignments, timelines, quality control, and advisor communication.
• Identify onboarding bandwidth risks early and reallocate resources in real time.
• Own operational performance across key service metrics including NIGO rates, money movement accuracy, task turnaround times, and follow-up discipline.
• Lead resolution of service breakdowns through root-cause analysis and corrective action.
• Enforce adoption of SOPs, workflows, and service standards across the team.
• Train team members on new tools, processes, and platform updates.
• Surface execution risks and workflow breakdowns to the Direct Leader with proposed solutions.
• Partner with cross-functional teams including Operations, Compliance, and Product to ensure smooth execution for advisors and clients.
• Maintain strong advisor confidence during high-volume onboarding and service cycles.

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