Client Services Manager

McLean, MD - USA

Monthly Salary: $ 95000 - 135000

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

POSITION SUMMARY

The Client Service Manager leads the Client Service team daily operations ensuring high-quality client service efficiency and consistent adherence to regulatory requirements. This role requires a proactive detail-oriented leader who can manage and mentor staff handle complex escalations independently and provide coverage for Client Service Associates and the CS Director when needed.

RESPONSIBILITIES

Manage a team of 6 direct reports providing leadership coaching mentoring and performance feedback to drive high team performance.

Oversee timely and accurate execution of Client Service Department tasks through 1:1 CSA meetings CRM task review and prioritization and progress tracking.

Independently manage complex and high-priority client questions and escalations ensuring accurate communication and timely resolution.

Collaborate with internal stakeholders to resolve document and report on client issues efficiently.

Own the CSA new hire training program including defining training objectives scheduling and coordinating sessions administering onboarding and completing performance evaluations.

Monitor broker-dealer systems for rejected requests facilitate resolutions and identify trends to prevent recurrence.

Provide coverage for CSAs and the Client Service Director as needed to ensure uninterrupted client service and department operations.

Monitor team activities to ensure Standard Operating Procedures (SOPs) are consistently followed reinforcing adherence with team members to maintain compliance reduce operational risk and uphold service standards.

Participate in department goal setting planning and execution of special projects at the direction of the Client Service Director.

Collaborate on inter-department process development documentation and deployment.

REQUIREMENTS

Bachelors degree (BA) or equivalent industry experience required.

6-10 years experience in a Client Services role at an investment management firm.

2 Years experience managing/leading a team of 2 direct reports including demonstrated skills in:

Performance Management

Team Member Coaching and Feedback

Hiring and Training

SOP development and oversight

2 Years Experience using CRM system and CRM workflows for task management Tamarac experience a plus.

Advanced knowledge of financial systems and experience working within them to execute transactions

Advanced knowledge in IRS DOL and FINRA regulations and experience in applying and/or adhering to those within a CSA role.

Exceptional written and verbal communication skills including strong proofreading ability.

Superior organizational skills with exceptional attention to detail and commitment to improving accuracy of data and preventing errors

High Proficiency in Microsoft Office Suite tools (Outlook Excel and Word).

PREFERRED

Experience in a fast-paced working environment and the ability to multi-task prioritize and manage time effectively

Strong process orientation and a demonstrated ability to execute and deliver projects in a timely and efficient manner.

Expertise in KPI establishment tracking and reporting

Advanced Excel skills.

Series 7 & Series 66 licenses

Self-motivator who can adapt and respond to different types of requests on-the-go

Experience working with Pershing as a custodian or Osaic as a Broker-Dealer

Compensation: $95000$135000 commensurate with experience and credentials.

This position offers a hybrid schedule following successful completion of the introductory period.

ABOUT US

Cassaday & Company manages over $6 billion in assets for approximately 3100 households.

Since its inception in 1993 Cassaday & Company has been recognized for employee development community service as a best place to work as one of the fastest growing companies in the country and as one of the top wealth advisors in the United States by outlets such as Barrons Forbes Inc. 5000 Investment News Financial Times Washingtonian and more.

CASSADAY & COMPANY BENEFITS PACKAGE

Healthcare options including medical dental vision life and disability insurance with majority of premiums paid by the firm
401(k) options
Paid time off
Telework options
Health & Wellness Program including:
- paid gym membership
- quarterly & annual employee wellness events
Paid parking in covered garage OR monthly public transit subsidy
Tax-free Dependent Care Assistance and Education & Tuition Assistance programs
Company-sponsored employee appreciation events

Required Experience:

Manager

POSITION SUMMARYThe Client Service Manager leads the Client Service team daily operations ensuring high-quality client service efficiency and consistent adherence to regulatory requirements. This role requires a proactive detail-oriented leader who can manage and mentor staff handle complex escalati...