CLIENT SERVICE LEADER

KUHNS WEALTH – RESTON, VA

COMPANY OVERVIEW

Kuhns Wealth is a team focused on both simplifying and professionalizing the financial planning and wealth building process. We specialize in helping individuals and families, technology professionals and government contractors navigate unique financial challenges. Our mission is to provide trusted guidance and actionable strategies, free of inherent conflicts of interests, to help clients pursue their version of financial success.

JOB SUMMARY

The Client Service Leader is a senior-level role responsible for overseeing the client service function and leading a team that supports the firm’s advisory relationships. This position ensures a high standard of service delivery by managing workflows, resolving escalated client issues, and continuously improving operational processes. The Client Service Leader collaborates closely with advisors and leadership to enhance the overall client experience and align service operations with strategic goals. This role also plays a key part in onboarding high-value clients, implementing technology solutions, and maintaining compliance with industry regulations. It is ideal for a proactive, detail-oriented professional with leadership experience in an RIA or wealth management environment.

WHAT ARE WE LOOKING FOR?

We are looking for a leader who can create, improve and execute client service processes to deliver a world-class client experience to the families we serve. We are looking for people who are service centered, committed to integrity and show grit and determination.

· Manage and mentor the client service team, including training, performance evaluations, and workflow delegation.

· Establish and enforce client service standards to ensure consistent, high-quality service delivery across the team.

· Serve as an escalation point for complex client issues and ensure timely and effective resolutions.

Process & Workflow Optimization

· Design and improve operational workflows to enhance efficiency and reduce service errors.

· Lead the implementation of new technologies or systems, such as CRM updates, client portals, or financial planning tools.

· Regularly audit client service processes to ensure compliance with internal procedures and regulatory requirements.

Strategic Collaboration

· Collaborate with advisors, compliance officers, and firm leadership to align service delivery with firm strategy.

· Participate in firm-wide planning meetings to advocate for the client experience and service innovations.

High-Level Client Relationship Management

· Build and maintain relationships with key clients, especially high-net-worth or complex cases.

· Oversee the onboarding and transition process for new clients, ensuring a seamless and white-glove experience.

· Act as a client advocate, identifying trends in client feedback and proposing improvements.

Compliance & Documentation

· Ensure the team adheres to regulatory, compliance, and privacy standards in client communications and documentation.

· Oversee document management systems and ensure proper retention and storage of client records.

Reporting & Analytics

· Monitor and report on KPIs related to client service performance, client satisfaction, and operational efficiency.

· Prepare periodic reports for leadership on service metrics, trends, and risk areas.

Optional but Valuable Additions:

· Lead or support business continuity planning related to client service operations.

· Champion a client experience initiative or satisfaction survey process.

· Serve as the liaison to custodians or third-party vendors on service-related issues.

• Manage and maintain organized physical and electronic client files and records with clarity and precision.

• Prepare and distribute comprehensive client reports, including performance and financial documents

• Facilitate client communications to obtain and provide updated information

• Schedule meetings and appointments for advisors and clients

• Troubleshoot and resolve client service-related issues and inquiries

• Provide administrative support to the advisory team

• Maintain up-to-date knowledge of client information and account statuses

• Maintain up-to-date knowledge on relevant technology platforms.

• Communicate and cooperate with other remote Client Service Administrators/Associates and CERTIFIED FINANCIAL PLANNERSTM

MINIMUM QUALIFICATIONS:

• Demonstrated commitment to delivering exceptional client service

• College degree required

• 5 or more years of experience in client service in financial services

• Exceptional and demonstrable organizational and time management skills

• A commitment to outstanding client service

• Strong verbal and written communication abilities

• Proficient in Microsoft Office suite (Word, Excel, PowerPoint)

• Ability to maintain strict confidentiality with sensitive client information

PREFERRED QUALIFICATIONS:

· Previous experience with trust/estate or legal administration preferred

· Previous experience with insurance application processes.

· Paraplanning Certificate

· SIE, Series 7 & 66 licenses

COMPENSATION:

• Annual Salary: $72,000-$96,000

• Hybrid work model: 3-4 days working from home, 1-2 days in office.

• Some evening hours once or twice per month.

• Additional professional development opportunities