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Client Services Representative

• Respond to advisor service requests through ticketing system and phone in a timely manner
• Own service requests through to completion ensuring clear communication
• Coordinate with custodians to resolve NIGOs and facilitate fund transfers
• Accurately complete paperwork, forms, and Docusign envelopes
• Prepare and send client agreements and support advisor onboarding activities
• Work on assigned tickets independently while collaborating with teammates
• Maintain visibility into work status using internal tools and systems
• Identify patterns or process gaps and surface them to the Client Service Manager
• Participate in team training and coaching to build skills

Client Service Specialist

• Own the end-to-end intake, prioritization, and flow of service requests across Sapphire and TAMP.
• Establish and maintain clear standards for ticket routing, prioritization, escalation thresholds, and workload balance.
• Ensure service requests are assigned efficiently and equitably, minimizing duplicate work, bottlenecks, and rework.
• Serve as the escalation point for complex advisor issues, Schwab-related concerns, and cross-functional breakdowns.
• Maintain strong working relationships with Schwab and internal partners to resolve issues efficiently and professionally.
• Set clear expectations around service standards, workload ownership, and collaboration.
• Define, monitor, and report on key service KPIs in partnership with the Director of Advisor Experience.