Service Manager

Position Summary:

The Service Manager is responsible for delivering exceptional, solutions-oriented service to independent financial advisors and overseeing timely execution of operational and service requests.  This includes developing a thorough understanding of operations and custodian processes and articulating our offerings. The Service Manager is part of a dynamic team and department, and the role requires close teamwork and daily collaboration with teammates across Advisor Services and the organization. Duties may fluctuate with market volatility, seasonal volumes, and team coverage, so flexibility, the ability to work under pressure and within tight deadlines will be critical.  Strong communication, attention to detail, flexibility, and successful problem solving is essential to be successful in this role.

Focus provides team members the flexibility to work a hybrid schedule. Our hybrid model is defined as 3 days in office work required per week, while giving team members the option to work remotely 2 days per week, or as assigned by their team leader.

Primary Responsibilities:

• Work in a team-based environment with a diverse group of teammates focused on providing exceptional service to financial advisors.
• Collaborate closely with internal teams to research and respond to inquiries for a seamless advisor experience.
• Position Advisor Services and internal Operations teams as advisor advocates when resolving escalations.
• Serve as the primary liaison with our Custodians (Schwab, Fidelity, Pershing, etc.).
• Effectively prioritize work to meet deadlines and service level agreements.
• Take initiative to continuously develop skills and knowledge to enhance support to advisors and their firms.
• Provide outstanding client service to advisors and their firms with a “one call resolution” mentality while demonstrating empathy and solution focused problem-solving skills.
• Manage heavy inbound email, phone volumes & online portal requests.
• Build trust through high-touch personalized service, once interaction at a time.
• Anticipate client issues and proactively resolve while effectively coordinating with other departments.
• Educate advisors on Buckingham Strategic Partners offering, custodian, and industry best practices.
• Other duties and projects will be assigned as needed.

Qualifications:

• 3+ years in the financial services industry, specifically in RIA industry
• Preference for prior customer-service related experience
• Bachelor’s degree from and accredited college; or 5+ years of equivalent work experience
• Desire to take ownership and provide the best customer service in the industry
• Excellent interpersonal, verbal, and written communication skills with a desire to work in an inbound phone and email environment.
• Must have strong writing skills and can convey clear and concise messages through email
• Energetic self-starter who possesses an extremely positive attitude, flexibility, professionalism, empathy, and problem-solving skills.
• Quick learner with attention to detail and consistent follow-through
• Ability to work in a fast-paced, high-volume organization that remains committed to a collaborative and advisor-focused experience
• Ability to build and maintain strong working relationships with clients and staff
• Must work well independently and in a collaborative team environment, supporting others and filling in as necessary
• Extensive knowledge of industry back-office practices, including custodians (Charles Schwab, Fidelity, Pershing, etc.)
• Positive attitude, strong work ethic with a high level of integrity and ethics.

The Service Manager is a non-exempt position. The annualized base pay range for this role is expected to be between $60,000-$70,000. Actual base pay could vary based on factors including but not limited to experience, subject matter expertise, geographic location where work will be performed, and the applicant's skill set.  The base pay is just one component of the total compensation package for employees.  Other rewards may include an annual cash bonus and a comprehensive benefits package. 

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About Focus Financial Partners

Focus is a leading financial services firm comprised of integrated wealth management, family office, and business management services. Blending deep expertise and expansive resources with a boutique, client-first fiduciary philosophy, Focus helps individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus, visit www.focusfinancialpartners.com or follow the company on LinkedIn.

Focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by local, state and/or federal law. 

Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact careers@focuspartners.com.

The following language is for US based roles only

For California Applicants: Information on your California privacy rights can be found here

For Indiana Applicants: It is unlawful for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

For Maryland Applicants: I UNDERSTAND THAT UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT ANY INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAP OR SIMILAR TEST.  AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100. 

For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.  An employer who violates this shall be subject to criminal penalties and civil liability. 

For Montana Applicants: If hired, the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section 39-2-901.

For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the state’s workers’ compensation law. If you willfully provide false information about your ability to perform the essential functions of the job, with or without reasonable accommodations, you may be barred from filing a claim under the provisions of the Workers’ Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation.  The Company complies fully with the Americans with Disabilities Act.