Client Service Associate

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.


What if you could grow your career where ambition meets real impact?
At Kestra Financial, we don’t just support financial advisors, we help them thrive. Our service model is human-led, tech-enabled, and built on purpose: to help advisors deliver great outcomes for their clients. We want individuals who show up to serve, work together as one team, and do what it takes to make their success easier.
We’re looking for a Client Service Associate to join our Concierge team, a group known for going beyond transactions and become trusted partners to advisors, clients, and internal teams. This role is about ownership, problem solving, and delivering high-touch, responsive support with a personal touch. It’s a strong next step for experienced individuals looking to deepen their impact and grow their careers in a role that offers both challenge and opportunity. As a member of the team, you’re the one who makes it happen from start to finish.
Job Overview:
The Client Service Associate plays a critical role in delivering an exceptional experience to Kestra’s network of independent financial advisors, their teams, and their clients. As the first point of contact for operational support, you’ll handle a wide range of inquiries from advisors, clients, and internal teams in providing clear, complete, and timely resolutions.
Success starts with building a deep understanding of Kestra’s investment capabilities, service offerings, and culture. You’ll work closely with teams across sales, product, operations, and compliance to support the full advisor lifecycle, resolve complex needs, and help advisors navigate systems with confidence, while exemplifying our team commitment: “I own it.”
WHAT YOU’LL DO
· Serve as the first point of contact for advisors, staff, and clients, building trusted relationships by providing accurate, proactive guidance and solutions they can rely on
· Exercise sound judgment and discretion when navigating complex or ambiguous situations, triaging information to deliver practical, tailored solutions that span various areas of back office operations
· Handle a variety of service requests across the client and investment lifecycle, using broad operational knowledge to assess needs, prioritize tasks, and coordinate with the appropriate teams for resolution
· Manage all inbound calls and emails from advisors, staff, and clients with professionalism, accuracy, and a strong sense of ownership
· Provide clear, accurate, and timely, assistance by always aiming to resolve requests the first time
· Deliver clear, accurate, and timely assistance, applying judgment to resolve requests on the first contact whenever possible
· Identify recurring issues and share insights with team leads to help refine processes and enhance the advisor experience
· Help navigate platforms like AdvisorComplete and Wealthscape with confidence
· Build partnerships to navigate and collaborate across operations, compliance, sales, product, and custodians like NFS
· Document interactions in Salesforce to ensure clarity and consistency
What You Bring
· Client Focus: Anticipate client needs with empathy and deliver a high-touch, solutions-focused experience while navigating complex relationships and expectations
· Communication: Able to listen with intent, ask the right questions, and translate complex information into practical, easy-to-understand guidance
· Attention to Detail: Strong analytical skills to accurately process information and follow through on client requests with care and in a timely manner
· Process Discipline: Adhere to established policies, procedures, and service level agreements with consistency and precision, ensuring every interaction meets quality standards
· Problem Solving: Use sound judgment and resourcefulness to resolve complex or time-sensitive issues, applying root cause analysis and driving process improvements, with a strong commitment to service excellence
· Collaboration: Work well with internal teams and external partners to support shared outcomes
· Time Management: Effectively manage workload by balancing responsiveness and accuracy while meeting established service level expectations
· Adaptability: Maintain effectiveness in a fast-paced, ser