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 th