- Serve as primary point of contact for assigned clients
- Ensure all client meetings have documented notes, assigned action items, and clear deadlines entered into CRM within 24 hours
- Coordinate with Investment Operations to initiate and track money movement, transfers, and account maintenance requests
- Manage custodian communications and servicing requests, ensuring proactive follow-through and client updates
- Oversee insurance case coordination, underwriting progress, and documentation tracking
- Maintain real-time visibility into the active workload of all Client Service Executives
- Conduct weekly pipeline review meetings with the CSE team to review open tasks, aging items, upcoming client meetings, and active onboarding workflows
- Review CRM activity to confirm documentation and task management standards
- Monitor task aging and escalate items that exceed defined service-level standards
- Identify bottlenecks in onboarding, servicing, or documentation and drive them to resolution
- Serve as the operational checkpoint between Client Service Executives, Private Wealth Planners, Advisors, and Investment Operations
- Conduct structured pre-meeting readiness reviews for Tier 1 & 2 meetings
- Ensure hand-offs between departments are documented in CRM and assigned
- Resolve breakdowns in communication within 48 hours of identification
- Standardize meeting follow-up expectations across advisors to ensure consistency
- Conduct monthly CRM audit reviews to measure task integrity rate, action item documentation rate, and task completion velocity
- Track onboarding cycle time and recommend process improvements
- Propose at least one process enhancement per quarter
- Maintain documentation standards within CRM and Guru; ensure firm-wide adherence to documentation protocols
- Conduct bi-weekly 1:1 check-ins with each CSE focused on workflow organization and execution gaps
- Provide feedback to Director of Operations & Compliance prior to performance reviews
- Communicate with Director of Operations & Compliance directly when standards are not being met and set corrective expectations
- Train new CSE and advisor hires on workflow discipline and execution standards
- Hold advisors accountable to documented process when servicing standards are bypassed