Kestra Holdings
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 process accounts; we help financial advisors thrive by ensuring their operations run smoothly. 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 Senior Client Service Associate to join our Account Services team. This full-time role is for a recognized expert who is pivotal to the operational excellence and continuous improvement of the department. You will leverage deep functional knowledge to handle the most complex processing tasks and client inquiries, serve as an informal leader and mentor to junior team members, and proactively drive solutions that enhance our service delivery and operational efficiency.
Job Overview:
As a Senior Client Service Associate, you are a highly experienced and influential individual contributor within the Account Services department. You will be responsible for overseeing and resolving complex processing challenges related to client account setup, maintenance, and asset transfers, often acting as a primary point of escalation and subject matter expert across multiple processing areas. Beyond processing, you will play a critical role in mentoring colleagues, identifying and implementing process improvements, and ensuring consistent delivery of exceptional service to advisors and their staff via comprehensive support, including managing advanced phone and Salesforce cases. This role is ideal for someone who demonstrates profound functional knowledge, advanced problem-solving capabilities, and a strong commitment to leadership without formal supervisory duties.
WHAT YOU'LL DO:
Lead Complex Processing & Issue Resolution: Serve as a primary subject matter expert across multiple account services processing areas (e.g., New Accounts, Maintenance, Transfer of Assets, Specialty Services), handling escalated and highly complex transactions and inquiries. Process intricate new accounts, incoming and outgoing transfers, direct rollovers, Periodic Investment Plans (PIPs), Systematic Withdrawal Plans (SWPs), and special account features for both existing and transitioning firms, ensuring compliance with intricate requirements. Proactively identify and resolve Not-In-Good-Order (NIGO) issues, working directly with advisors and internal partners on complex solutions. Drive the resolution of unique or challenging account maintenance requests and transactional exceptions. Provide Advanced Client & Advisor Support: Act as a senior point of contact for critical operational needs of all clients and their support staff, offering expert guidance and solutions. Manage high-priority phone and email queues, handling complex inquiries that require in-depth research and cross-functional coordination. Oversee and resolve complex Salesforce cases, leveraging advanced system knowledge and problem-solving skills. Provide in-depth education and training to representatives and their assistants on complex operational procedures and AdvisorComplete® functionalities. Drive Operational Excellence & Team Leadership: Identify opportunities for process enhancements and efficiency gains, taking initiative to propose and implement solutions that improve departmental workflows and service quality. Mentor and provide guidance to junior Client Service Specialists and Associates, sharing expertise and fostering their development. Lead small projects or initiatives focused on improving internal procedures, documentation, or training materials. Collaborate with Sales Supervision, Legal, Compliance, and other departments to resolve complex paperwork and operational issues. Champion departmental efforts to exceed processing standards and contribute to a culture of continuous improvement, advocacy, and integrity. Analyze complex financial reports to identify discrepancies or trends impacting processing. Perform special projects and assignments requiring independent judgment and deep functional knowledge.
What You Bring:
Extensive Experience & Expertise: 3-7 years of progressive experience in brokerage/financial services operations and client support, with demonstrated expertise across multiple processing functions. Advanced Problem-Solving & Strategic Thinking: Proven ability to analyze complex situations, identify root causes, and develop effective, long-term solutions. Strong judgment and decision-making skills, even in ambiguous situations. Exceptional Communication & Influence: Superior verbal and written communication skills, including the ability to articulate complex concepts clearly, mediate challenging conversations, and influence outcomes with internal and external stakeholders. Informal Leadership & Mentorship: Demonstrated ability to guide and mentor less experienced team members, share knowledge, and foster a collaborative environment. High Autonomy & Proactivity: Operates with significant independence, managing multiple priorities and projects with minimal oversight. Proactive in identifying potential issues and driving solutions. Technical Mastery: Advanced proficiency with Microsoft Office Suite and expert-level command of relevant operational systems (e.g., AdvisorComplete®, LaserFiche, Salesforce). Client-Centric & Service Excellence: A relentless commitment to delivering exceptional client service and driving operational excellence, coupled with a deep understanding of advisor needs. QUALIFICATIONS:
High school diploma/GED required. Bachelor's degree in a relevant field (Finance, Business Administration, etc.) preferred, or equivalent extensive industry experience. 3+ years of relevant experience in financial services operations or client support, with a track record of handling complex tasks and leading initiatives. No direct supervisory responsibilities; acts as a subject matter expert and informal leader.
CERTIFICATES, LICENSES, REGISTRATIONS:
Series 7 License beneficial. PHYSICAL DEMAND: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to sit at a computer for long periods of time in office environment well lit. Ability to lift up to 20 pounds. Must be able to work in the office during scheduled work hours. OTHER DUTIES: Please note this job description is not designed to cover or contain a complete comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
INTERNAL APPLICANT POLICY:
Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.
BENEFITS:
Full health, vision, dental. 401(k) plans along with a host of voluntary plans such as car insurance, legal services and more (applicable to full-time, permanent employees).
DISCLOSURE
By applying to a job at Kestra Financial, Inc., you are agreeing to the following statements:
You acknowledge that if hired, Kestra Financial, Inc. may, obtain and use background information concerning your credit, character, general reputation, personal characteristics, work habits, performance and experience for evaluation for your potential employment. It is the policy of Kestra Financial to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender, identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Kestra Financial prohibits any such discrimination or harassment.
KESTRA VALUES:
Our Mission is Powering Financial Independence, enabling the growth and success of investing clients and the advisors who serve them. We do that by living our values: SERVE, MAKE IT HAPPEN, and ONE TEAM.
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 process accounts; we help financial advisors thrive by ensuring their operations run smoothly. 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 Senior Client Service Associate to join our Account Services team. This full-time role is for a recognized expert who is pivotal to the operational excellence and continuous improvement of the department. You will leverage deep functional knowledge to handle the most complex processing tasks and client inquiries, serve as an informal leader and mentor to junior team members, and proactively drive solutions that enhance our service delivery and operational efficiency.
Job Overview:
As a Senior Client Service Associate, you are a highly experienced and influential individual contributor within the Account Services department. You will be responsible for overseeing and resolving complex processing challenges related to client account setup, maintenance, and asset transfers, often acting as a primary point of escalation and subject matter expert across multiple processing areas. Beyond processing, you will play a critical role in mentoring colleagues, identifying and implementing process improvements, and ensuring consistent delivery of exceptional service to advisors and their staff via comprehensive support, including managing advanced phone and Salesforce cases. This role is ideal for someone who demonstrates profound functional knowledge, advanced problem-solving capabilities, and a strong commitment to leadership without formal supervisory duties.
WHAT YOU'LL DO:
Lead Complex Processing & Issue Resolution: Serve as a primary subject matter expert across multiple account services processing areas (e.g., New Accounts, Maintenance, Transfer of Assets, Specialty Services), handling escalated and highly complex transactions and inquiries. Process intricate new accounts, incoming and outgoing transfers, direct rollovers, Periodic Investment Plans (PIPs), Systematic Withdrawal Plans (SWPs), and special account features for both existing and transitioning firms, ensuring compliance with intricate requirements. Proactively identify and resolve Not-In-Good-Order (NIGO) issues, working directly with advisors and internal partners on complex solutions. Drive the resolution of unique or challenging account maintenance requests and transactional exceptions. Provide Advanced Client & Advisor Support: Act as a senior point of contact for critical operational needs of all clients and their support staff, offering expert guidance and solutions. Manage high-priority phone and email queues, handling complex inquiries that require in-depth research and cross-functional coordination. Oversee and resolve complex Salesforce cases, leveraging advanced system knowledge and problem-solving skills. Provide in-depth education and training to representatives and their assistants on complex operational procedures and AdvisorComplete® functionalities. Drive Operational Excellence & Team Leadership: Identify opportunities for process enhancements and efficiency gains, taking initiative to propose and implement solutions that improve departmental workflows and service quality. Mentor and provide guidance to junior Client Service Specialists and Associates, sharing expertise and fostering their development. Lead small projects or initiatives focused on improving internal procedures, documentation, or training materials. Collaborate with Sales Supervision, Legal, Compliance, and other departments to resolve complex paperwork and operational issues. Champion departmental efforts to exceed processing standards and contribute to a culture of continuous improvement, advocacy, and integrity. Analyze complex financial reports to identify discrepancies or trends impacting processing. Perform special projects and assignments requiring independent judgment and deep functional knowledge.
What You Bring:
Extensive Experience & Expertise: 3-7 years of progressive experience in brokerage/financial services operations and client support, with demonstrated expertise across multiple processing functions. Advanced Problem-Solving & Strategic Thinking: Proven ability to analyze complex situations, identify root causes, and develop effective, long-term solutions. Strong judgment and decision-making skills, even in ambiguous situations. Exceptional Communication & Influence: Superior verbal and written communication skills, including the ability to articulate complex concepts clearly, mediate challenging conversations, and influence outcomes with internal and external stakeholders. Informal Leadership & Mentorship: Demonstrated ability to guide and mentor less experienced team members, share knowledge, and foster a collaborative environment. High Autonomy & Proactivity: Operates with significant independence, managing multiple priorities and projects with minimal oversight. Proactive in identifying potential issues and driving solutions. Technical Mastery: Advanced proficiency with Microsoft Office Suite and expert-level command of relevant operational systems (e.g., AdvisorComplete®, LaserFiche, Salesforce). Client-Centric & Service Excellence: A relentless commitment to delivering exceptional client service and driving operational excellence, coupled with a deep understanding of advisor needs. QUALIFICATIONS:
High school diploma/GED required. Bachelor's degree in a relevant field (Finance, Business Administration, etc.) preferred, or equivalent extensive industry experience. 3+ years of relevant experience in financial services operations or client support, with a track record of handling complex tasks and leading initiatives. No direct supervisory responsibilities; acts as a subject matter expert and informal leader.
CERTIFICATES, LICENSES, REGISTRATIONS:
Series 7 License beneficial. PHYSICAL DEMAND: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to sit at a computer for long periods of time in office environment well lit. Ability to lift up to 20 pounds. Must be able to work in the office during scheduled work hours. OTHER DUTIES: Please note this job description is not designed to cover or contain a complete comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
INTERNAL APPLICANT POLICY:
Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.
BENEFITS:
Full health, vision, dental. 401(k) plans along with a host of voluntary plans such as car insurance, legal services and more (applicable to full-time, permanent employees).
DISCLOSURE
By applying to a job at Kestra Financial, Inc., you are agreeing to the following statements:
You acknowledge that if hired, Kestra Financial, Inc. may, obtain and use background information concerning your credit, character, general reputation, personal characteristics, work habits, performance and experience for evaluation for your potential employment. It is the policy of Kestra Financial to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender, identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Kestra Financial prohibits any such discrimination or harassment.
KESTRA VALUES:
Our Mission is Powering Financial Independence, enabling the growth and success of investing clients and the advisors who serve them. We do that by living our values: SERVE, MAKE IT HAPPEN, and ONE TEAM.