Client Service Senior Associate - PHX

ABOUT US:
Come join the dynamic team at Kestra Financial! Kestra Financial provides a leading independent advisor platform that empowers sophisticated, independent financial professionals, including traditional and hybrid RIAs, to prosper, grow, and provide superior client service. With a culture rich in reinvention and advisor advocacy, Kestra Financial has developed integrated business management technology that, combined with its personalized consulting services, offers exceptional scale and efficiency. Kestra Financial supports independent financial advisors in delivering comprehensive securities and investment advisory services to their clients.


Client Service Senior Associate

Location: Austin, TX (On-site)

Department: Client Services

Reports to: Head of Client Services

Job Type: Full-Time | Exempt

Grow with Purpose. Serve with Impact.

At Kestra Financial, we don’t just support financial advisors—we help them thrive. Our service model is human-led, tech-enabled, and purpose-driven, empowering advisors to deliver exceptional outcomes for their clients. If you’re someone who shows up to serve, thrives in a fast-paced, client-first environment, and is ready to deepen your impact, we want to meet you.

We’re hiring a Client Service Senior Associate to join our Concierge team—a group known for turning service into partnership. This is a high-impact role for someone who can own complex requests, guide others, and model best-in-class service while building a culture of accountability and empathy.

What You’ll Do

• Serve as a point of contact for escalated, complex, or sensitive requests from advisors, clients, and internal stakeholders.
• Respond to inbound calls and emails from advisors, staff, and clients with professionalism, accuracy, and a strong sense of ownership.
• Own each call and/or email request like a project manager, coordinating across teams and systems to ensure it is completed fully.
• Monitor daily workload, call and case volumes, and service level metrics to ensure timely and accurate resolution of client requests.
• Support hiring, onboarding, and training of new team members; serve as a culture carrier and role model.
• Apply deep operational expertise to solve issues quickly, identify root causes, and implement sustainable solutions.
• Help guide newer team members by sharing best practices, providing informal coaching, and reinforcing service expectations.
• Partner cross-functionally with Sales, Product, Compliance, Operations, and Technology to streamline workflows.
• Proactively identify service trends, recurring pain points, or process gaps and provide actionable insights.
• Ensure timely and accurate documentation in Salesforce and other systems of record.
• Serve as a resource for testing enhancements, piloting new tools, or assisting with internal initiatives.
• Embody the Concierge team's commitment to “I own it” by demonstrating accountability, empathy, and follow-through.

What You Bring

• Deep knowledge of operational workflows in financial services.
• Consistent high performer with a reputation for accuracy, dependability, and sound judgment.
• Strong written and verbal communication skills.
• Ability to balance multiple high-priority requests without sacrificing detail or service quality.
• Comfort using multiple systems (e.g., Salesforce, AdvisorComplete, Wealthscape).
• A collaborative mindset and natural ability to lead by example.
• Strong sense of ownership, with a focus on first-contact resolution and continuous improvement.

Qualifications

• 3+ years of experience in client service within financial services or similar industry
• Prior experience in advisor support function preferred.
• Demonstrated ability to handle escalations and/or complex client requests.
• Proven ability to build rapport and trust in a fast-paced, professional environment.
• Strong attention to detail and the ability to explain complex topics clearly.
• A proactive, solution-oriented mindset focused on delivering value to clients.
• Strong problem solving and decision making skills with attention to process and risk.

Certificates, Licenses, Registration

• SIE and Series 7 (or must be obtained within 6 months of hire)

Why Join Us?

• Impact: Shape the client experience and mentor the next generation of service professionals.
• Team Culture: Join a collaborative, high-performing team that values ownership, empathy, and results.
• Career Growth: This P2 role is a strong platform for advancement within Client Service, Operations, or Advisor Support.

Explore Life at Kestra:

• Kestra Financial Website: https://www.kestrafinancial.com/

• About Us: https://www.kestrafinancial.com/about-us


INTERNAL APPL