Client Service Advocate - Stearns Financial Group

Your Future Team
Stearns Financial Group is a wealth management practice based in North Carolina that guides individuals and families to financial confidence and clarity. We combine our depth of service offerings with our team's collective experience to provide a range of wealth management services for individuals and families.

We're looking for a Client Service Advocate to join our growing team and help deliver a quality experience for our clients. This role is important to keeping things running smoothly and ensuring our clients feel supported, informed, and taken care of.

This is a great role for someone who enjoys working with clients, takes pride in doing things the right way, values accuracy, and enjoys being part of a collaborative team.

The Client Service Advocate supports our advisors and clients by handling high volume, day to day service requests. The work is process driven and detail oriented, and it plays a direct role in delivering a high-quality client experience. You will report to the Wealth Advisor and Operations Lead.

What You'll Do
Client Relationship Management & Communication
• Be the primary contact for client inquiries, responding promptly and professionally.
• Help with scheduling client meetings (virtual or in person).
• Provide follow up after advisor meetings, ensuring all action items are completed.
• Handle confidential matters with discretion and escalate for advisor oversight.
• Cashiering
• Process client cashiering requests including wires, ACH transfers, securities gifting, charitable donations, etc.
• Verify legitimacy of client directed requests.
• Communicate with advisors/trading managers to coordinate trade and cash management items.
• Monitor and resolve custodial alerts related to assigned client accounts.
• Initiate account openings and asset transfers.
• Coordinate with custodial support team to reach resolution on outstanding service issues.
Account Maintenance
• Provide technical and operational assistance to clients and advisors regarding the use of internal systems and financial custodians.
• Handle account maintenance items such as beneficiary changes, trustee updates, address changes, cost basis updates, etc.
Compliance
• Ensure client documentation meets regulatory and practice standards.
• Maintain accurate documentation regarding client interactions and workflow items.
• Act following Fiduciary standards, maintaining data integrity and client privacy.
Advisor Support
• Collaborate with advisors to provide support for client care and meeting preparation.
• Proactively provide advisors with client information helping client relationship continuity and overall portfolio management.

What You'll Bring
• Minimum 2 years of customer service or related experience
• Proficiency with PC's including Microsoft Office software applications (Word, Excel, Power Point, Outlook) required
• Proficiency with Box, SalesForce CRM, & Black Diamond preferred
• Knowledge of Schwab Institutional and Fidelity desired
• Comfortable navigating new technology platforms

Skills
• Communication Skills - Communicate with clients and colleagues in other departments. Able to document procedures that are clear and easy to understand. Demonstrate an in-depth understanding of assigned tasks underlying each operational function.
• Problem Solving - solve problems by using resources/procedures/other team members for a specific process, with a defined resolution. Addresses issues within team and with clients in a constructive manner while achieving the desired outcome.
• Detail Oriented vs. Big Picture - Generally focuses and understands details on specific tasks while understanding to a limited extent the possible effects to the entire process associated with the task.
• Organization/Documentation - Organize such that specific items can be retrieved quickly while using electronic filing systems. You must produce and file all work, processed and in-process. Must also document all relevant client conversations.
• Time Management/Prioritization - Works with a pre-defined schedule or set of existing priorities, but able to flex if needed.
• Work Style - Works well independently on specific tasks but has ability to develop and maintain relationships with others. Must demonstrate sensitivity and respect for others. Must also recognize the need to seek assistance from team members.
• Initiative - Will seek out opportunities to assist peers with daily volume. Can identify operational areas that need improvement. Will take on additional departmental responsibilities when needed.
• Precise and reliable – Accuracy and reliability are a mandatory component of this role. A very strong aptitude for detail is requir