Senior Client Services Manager

Innovative Financial Concepts is hiring a Senior Client Services Manager to own our client experience from start to finish.

In this role you will: 1) run every client service request through to close; 2) coordinate insurance and account servicing with carriers and custodians; 3) manage requests for money movement and beneficiary administration; 4) and run our annual review process.

We are a boutique financial planning firm serving high-net-worth individuals, their families, and their businesses. Our clients trust us with their life insurance, investments, employee benefits, and long-term financial planning. We are seeking an organized, proactive, and meticulous Senior Client Services Manager to make sure every prospect and client receives a world-class experience.

Our CEO’s time is best spent bringing in new clients, but he keeps getting pulled back into client service. Your job is to fix that. You will own every request from start to finish. You’ll catch errors before they reach a client, follow up before anyone has to ask, and bring the CEO in only when a client needs advice or a judgment call.

This role is the backbone of our growth. Every hour our CEO spends on service is an hour he isn't spending with new clients. You will work directly with the CEO, serve some of the most sophisticated clients in the country, and help run the systems that scale our firm. Done well, this position naturally evolves into a Director-level role as we build a larger team.

Responsibilities:

• Client Service Ownership. Own every client service request from intake to close. Triage each request by urgency, Tier 1 status, and whether it can be handled without the CEO. Be the main point of contact for service and tell clients what is done, what remains, and when to expect it.
• Case Management. Manage new-business insurance cases from application through underwriting to placement. Coordinate in-force policy service with carriers and track every open item until it is resolved.
• CRM & Documentation. Keep Wealthbox as the single source of truth: every open item is a task with an owner, priority, and due date. File all required documents. An item is closed only when the action is done, the client is informed, the docs are filed, and no follow-up is pending.
• Account Servicing & Money Movement. Prepare, submit, and track account applications, transfers, distributions, contributions, and routine paperwork through Pershing and custodian portals. Process every request accurately and on time.
• RMD & Beneficiary Administration. Manage required minimum distributions and beneficiary updates across all client accounts.
• Forms & Third-Party Follow-Up. Prepare forms, collect signatures, and get documents back in good order. Proactively follow up with carriers, custodians, and institutions so nothing stalls.
• Client Meetings and Annual Reviews. Prepare a brief for the CEO before every client meeting and send clients a pre-meeting agenda so meetings run efficiently. Coordinate the financial planning process, gather client data, and track deliverables. Run the annual servicing and review process for all households.
• Tier 1 Servicing. Deliver high-touch service to our top households (up to 50). Involve the CEO when the relationship, the risk, or the client's expectations call for it.
• Research & Escalation. Research procedures through SOPs, Wealthbox history, custodians, and compliance resources before escalating. Escalate to the CEO only for advice, judgment calls, sensitive relationships, or compliance risk. Every handoff includes the situation, client context, research done, findings, recommendation, and the decision needed with a deadline.

Results:

• Clean, Organized Pipeline. 100% of open items in Wealthbox have an owner, next action, and follow-up date.
• Full Ownership. Become the main point of contact for all client service within 60 days. By day 90, the CEO is involved in routine service only for escalations.
• Right the First Time. 95-98% of applications, forms, money movement, and carrier and custodian submissions are completed correctly on the first attempt, with no rework, resubmission, or client correction needed.
• Meeting Ready. The CEO receives a brief, and the client receives an agenda, at least 1 business day before every client meeting.
• Decision-Ready Escalations. Every escalation to the CEO includes the research done, a recommendation, and the specific decision needed, so he can respond in minutes, not hours.

Requirements:

• Experience: 5+ years of client service experience in wealth management, private wealth, or a high-end insurance practice. Experience serving high-net-worth clients.
• Location: Remote. Candidates in South Florida are preferred. Our office is in Boca Raton.
• Hours: 900-500 ET. Available to work long hours when necessary.
• Meticulous. Does not let important details slip through the cracks. Able to follow instructions and delicate processes with minimal mistakes.
• Proactive. Acts without being told what to do. Brings new ideas to the company.
• Organized. Plans, organizes, and schedules in an efficient, productive manner. Focuses on key priorities.
• Follow-Through. Lives up to verbal and written agreements, regardless of personal cost.
• High Agency. Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
• Sound Judgment. Knows what to handle and what to escalate. Makes good calls with incomplete information. Handles sensitive financial and personal information with complete discretion.
• Clear Communicator. Speaks and writes clearly and articulately without being overly verbose. Maintains this standard in all forms of communication, especially written.
• Tech Savvy. Learns new software quickly and uses it confidently without needing hand-holding. CRM experience required (Wealthbox preferred). Carrier portal experience required; custodian experience preferred.

Communication Expectations:

• Timely Comms. Do not allow any emails or slack messages to go unanswered for more than 1 business day.
• Call Comms. Speaks clearly and articulately without being overly verbose. Comes prepared to calls with questions and ideas written out beforehand to reduce back-and-forth on meetings.
• Written Comms. Deep respect for grammar and syntax. All written comms directed at external stakeholders, including slacks, use proper spelling, grammar, and syntax. No exceptions.

Compensation and Benefits:

• Salary: $80,000 to $120,000 + bonus
• Remote work
• Flexible PTO
• Skill development
• Personal development (reimbursement for books, courses, etc)
• Direct access to CEO/Founder

About the Company:

Innovative Financial Concepts is a boutique financial planning firm based in South Florida. We help business owners, high-net-worth individuals, and their families create, protect, and pass on wealth. Our CEO has more than 15 years in financial services, and our work covers tax planning, insurance, investments, retirement, estate planning, and business exit strategies. We build tailored plans for complex financial situations and stay with clients through every stage of life.

Salary: $80,000 to $120,000 + bonus