Position Summary
The Client Service Manager (CSM) leads the client service function, overseeing team performance, daily operations, and service delivery. This role partners with firm principals to drive efficiency, enhance client experience, and ensure operational excellence and compliance. The CSM establishes structure, improves processes, and enables leadership to delegate day-to-day operations with confidence.
Key Responsibilities
Leadership & Team Development
- Lead, coach, and develop client service team members
- Establish clear standards, workflows, and performance expectations
- Foster a collaborative, accountable, and high-performing team culture
- Schedule and lead regular check-in meetings with leadership and team members to maintain alignment, accountability, and operational traction
Client Service & Operations
- Oversee all client service activities, ensuring accuracy, timeliness, and quality
- Act as escalation point for complex client issues
- Manage workflows for new and existing client accounts
- Review and approve account paperwork and transactions
Process Improvement & Execution
- Design, implement, and refine operational processes and procedures
- Monitor workloads, prioritize tasks, and ensure deadlines are met
- Identify inefficiencies and implement scalable solutions
Technology & Systems
- Oversee CRM (Wealthbox) and operational interface with other platforms (e.g., EMoney, Asana, Jump AI, Egnyte, etc.)
- Ensure data integrity, proper usage, and team training
- Recommend and implement technology enhancements
Compliance & Quality Control
- Ensure adherence to regulatory requirements and firm policies
- Audit work for accuracy, completeness, and consistency
- Maintain proper documentation and recordkeeping standards
Core Functions
- Process and oversee new and existing business (investments, annuities, insurance)
- Manage account activity (transfers, deposits, withdrawals, ownership updates)
- Monitor money movement and transaction accuracy
- Maintain CRM records and client documentation
- Coordinate with custodians and service providers
- Oversee retirement contributions and distributions annual ongoing project
- Track and manage tasks within workflow systems
- Execute firm goals assigned by leadership
Qualifications
- Bachelor’s degree in business, finance or related field
- 10+ years in financial services; 5+ years in leadership/client service
- Insurance, Series 7 and 65 licenses
- Hold and maintain CFP™
- Strong leadership, communication, and organizational skills
- Detail-oriented with ability to manage multiple priorities
- Proficiency in Microsoft Office and industry software
Professional Attributes
- High integrity and confidentiality
- Self-motivated and accountable
- Positive, team-oriented mindset
- Commitment to continuous improvement
- Aligns with firm values: Unwavering Dedication, Do the Right Thing, Collaboration, Positive Energy
Compensation & Benefits
- Competitive salary: Based on experience and qualifications.
- Bonus Eligibility: Participation in an annual performance-based incentive plan. Bonus calculations are based on prior-year performance and are paid after the first quarter of the following year.
- Simple IRA Retirement Plan: Employer match of 3%, available at the first eligible enrollment date.
- Annual Education Allowance: $1,000 for approved continuing education or professional development.
- Paid Time Off (PTO): 15 days annually for full-time employees, prorated for first year employment
- Paid Holidays: 10 paid holidays per year (see employee manual for the official holiday schedule).
- Probationary Period: 90 days.
- Dress Code: Professional / Business Casual environment.
- Work Location: Houston office with some hybrid flexibility
