Client Service Associate

Overview

Role overview

The Client Service Associate is the operational backbone of the client experience. You own the shared inbox and the custodial and administrative work that keep 40+ client households running smoothly: inbox triage, money movement, paperwork, account maintenance, client-facing data-gathering calls, and CRM documentation.

This is a part-time seat, 15 to 20 hours per week, fully remote.

Core responsibilities

1. Inbox triage and client service

• Own the shared inbox. You’re the first point of contact for every client message.
• Triage every message: handle it, handle it and flag the advisor, or stop and escalate. Knowing which is which is the core skill of this seat.
• Scheduling, data requests, and friendly follow-up nudges that keep client work moving
• Nothing sits. Every message gets a response or a routing decision the same business day.

2. Money movement and custodial operations

• ACH transfers, journals, rollovers, and wire preparation through Schwab Advisor Center and Betterment Advisor
• eAuthorizations, account opening paperwork, beneficiary updates, address and registration changes
• RMD tracking and processing support
• NIGO prevention: you catch problems before the custodian does

3. Client onboarding and data-gathering calls

• E-signature envelopes (SignNow, DocuSign), custodian forms, secure client file setup
• Client-facing data-gathering calls on Zoom: Get Organized sessions, account linking, document collection, planning platform setup (eMoney)
• These calls stay in the support lane. Planning questions get captured and routed to the advisor.

4. CRM ownership

• Our CRM (Salesforce-based) is the single source of truth. If it’s not in the CRM, it didn’t happen.
• Every client interaction, task, and open item documented so the advisor can walk into any conversation fully informed without speaking to you first

5. SOP maintenance

• Keep our processes documented, current, and improving
• When you solve something new, you write it down so the firm gets smarter

Schedule and availability

• 15 to 20 hours per week, fully remote
• Consistent weekday availability during Eastern business hours, with a standing weekly overlap window for team standups

Qualifications and experience

• Direct RIA experience required. You’ve worked inside a registered investment advisory firm and know the rhythms of client service in this world.
• Custodial platform experience. Schwab Advisor Center strongly preferred (Move Money, eAuthorizations, NIGO prevention).
• CRM discipline. Salesforce or a Salesforce-based CRM preferred. What matters most is that documentation is a reflex.
• E-signature workflows. Comfortable building and tracking signature envelopes in SignNow, DocuSign, or a comparable platform.
• AI fluency with judgment. We use AI tools daily and expect you to be comfortable working with them, and just as clear on what never goes into them. Client data stays inside approved systems.
• FPQP® held, or willingness to obtain within a reasonable time frame. Waived for holders of a more advanced but relevant designation.

Compensation

$35 to $40 per hour to start, depending on experience