Virtual Financial Planning Client Service Associate

Overview

The Client Service Associate is the operational backbone of the client experience. This part-time role supports 40+ client households by owning shared inbox coverage and completing the custodial and administrative work that keeps accounts up to date and client requests moving.

• Hours: 15 to 20 hours per week
• Schedule: Consistent weekday availability during Eastern business hours, with a standing weekly overlap window for team standups
• Location: Fully remote

Responsibilities

1) Inbox triage and client service

• Own the shared inbox as the first point of contact for client messages
• Triage each message: handle it, route it to the advisor, or stop and escalate as appropriate
• Manage scheduling, data requests, and friendly follow-up nudges to keep work moving
• Ensure every message receives a response or a routing decision the same business day

2) Money movement and custodial operations

• Coordinate ACH transfers, journals, rollovers, and wire preparation through Schwab Advisor Center and Betterment Advisor
• Process eAuthorizations, account opening paperwork, beneficiary updates, and address/registration changes
• Support RMD tracking and processing
• Prevent issues before the custodian does (NIGO prevention)

3) Client onboarding and data-gathering calls

• Handle e-signature envelopes and related workflows, including custodian forms and secure client file setup
• Conduct client-facing data-gathering calls on Zoom to support onboarding and setup, including:
  • “Get Organized” sessions
  • Account linking
  • Document collection
  • Planning platform setup (eMoney)
• Keep calls in the support lane; capture planning questions and route them to the advisor

4) CRM ownership

• Maintain the CRM as the single source of truth (Salesforce-based)
• Document every client interaction, task, and open item so the advisor can be fully informed without needing prior coordination

5) SOP maintenance

• Keep processes documented, current, and continuously improving
• When solving new issues, document solutions so the firm can apply learnings moving forward

Requirements

• Direct RIA experience required: Experience working inside a registered investment advisory firm and understanding the rhythms of client service in this environment
• Custodial platform experience: Schwab Advisor Center strongly preferred (Move Money, eAuthorizations, NIGO prevention)
• CRM discipline: Salesforce or a Salesforce-based CRM preferred; documentation must be a reflex
• E-signature workflow experience: Comfortable building and tracking signature envelopes in SignNow, DocuSign, or a comparable platform
• AI fluency with judgment: Comfortable using AI tools daily and clear on what should never be entered; client data must stay within approved systems
• FPQP® held, or willingness to obtain within a reasonable time frame (waived for holders of a more advanced but relevant designation)

Compensation & Benefits

• $35 to $40 per hour to start, depending on experience

Location

• Fully remote
• Eastern business hours weekday availability required (with a standing weekly overlap window for team standups)