What are the responsibilities and job description for the Client Service Manager position at XY Planning Network?
About XYPN
XYPN is the only turnkey advice and planning platform that makes it possible for fee-only financial advisors to build the independent firm of their dreams with complete autonomy. We do this through ongoing advocacy and access to education and training, curated technology, compliance support, community, and back-office and client support services.
This is an opportunity to join a company on a mission to help others—and you—live your best lives.
About the role
XY Investment Solutions, LLC is an SEC registered investment adviser offering a comprehensive platform serving independent, fee-only financial advisors. We offer two service models: Invest and Sapphire. XYPN Invest serves as a TAMP and sub-adviser to other State- or SEC- registered investment advisors who rely on us for outsourced investment management, trading, and back office operations. Sapphire provides a dedicated support platform for fee-only advisers to register under as IARs, allowing them to focus their energy on serving their clients while we handle the compliance, investment, and many administrative burdens of running a firm. We expect the RIA to grow substantially in the next few years.
As our Client Service Manager you'll be the go-to support leader for our TAMP and XYPN Sapphire advisors. You’ll manage a team of support and operations specialists to ensure we continually wow our advisors. To do this, you will manage a diverse group of people with varying schedules and support in achieving their goals. You’ll also be ready and willing to roll up your sleeves; at this stage, you’ll be answering questions in our inbox as well.
To shine in this client-facing role, you’ll need to be process-oriented and have a passion for engaging with advisors. You’ll also need to have an understanding of the Orion & Charles Schwab platforms, or be a quick study. We’re looking for someone who can seamlessly engage people of all personality types, pivot their approach for different audiences, and communicate a broad range of ideas and instructions.
What you'll be doing
- Lead, manage, and hold accountable the service team, a mixture of part-time and full-time individuals, to oversee the execution of their daily duties and ensure we’re providing top notch support to our advisors.
- Develop and implement systems to continually monitor KPIs, so you can report and improve on the quality and efficiency of our support.
- Develop and iterate on an external knowledge base for advisors to self-service support needs.
- Provide front-line support, and be able to act as a backup for your team when needed.
- Monitor team capacity, and act as hiring manager when the team needs to grow.
- Directly handle any escalations at Schwab or with advisor issues with grace and ease.
- Ensure the service team collaborates effectively with the Trading team, Transition & Onboarding team, Operations team on a day-to-day basis.
- Coordinate support needs between the TAMP and XYPN Sapphire, and bring ideas for providing service sustainably to each
- Contribute to our internal knowledge base, so that our team is continuously learning and growing efficiency.
- Proactively identify hurdles that may block the team and suggestions for solutions to solve those problems.
- Oversee and actively participate in projects related to the further development of our services and platform.
Measurables:
- Requester wait time: Between .5 and 3 hours
- No. of Tickets solved: Between 50 and 75 per week
The Deets:
Start Date: Immediately
Status: Full-time (40-45 hours per week with flexible schedule)
Location: Remote and/or Bozeman, MT
Overtime Status: Exempt (i.e., not overtime eligible)
Team: XY Investment Solutions
Reports To: Director of Client Services
Direct reports: Yes
Travel: Up to 10% travel (e.g., 2-3 weeks /year) required for team retreats and other company events
What you'll bring to the table:
(If you think, “I only meet 80% of these qualifications,” still apply!)
- You spent 5 years of experience in a direct client support role, 2 years experience in financial services.
- You have experience with Schwab.
- You have people management experience.
- You subscribe to a servant leadership philosophy. You act ethically and compassionately as a manager and are passionate about developing people.
- You are a fact-checker, an executor, and an instrument for efficiency.
- You welcome change with a smile and can seamlessly adjust to evolving priorities and tasks in a dynamic environment...you are comfortable with unpredictability.
- Seriously impressive written and verbal communication skills. Whether through the written or spoken word, what you're saying is always clear.
- You can work under tight deadlines without even breaking a sweat as you flex your brag-worthy time management skills.
- Familiarity in self-directing your days—you can manage your projects and tasks, seek out support, and re-prioritize as needed.
- Legally authorized to live and work in the United States
What would make us drool:
- You’ve passed the Series 65 or other industry exam.
- Experience with Orion.
- Experience managing a support team.
XYPN welcomes applications from individuals who may have had nontraditional career paths, or who may have taken time off for family reasons (e.g., children, caring for disabled or elderly family). We encourage applications from minorities, women, individuals with disabilities, protected veterans and all other qualified applicants
Compensation & Benefits:
- Salary Range: $80,000 - $100,000 annually
- All team members at XYPN are owners! We offer a 100%- employer-funded Employee Stock Ownership Plan (ESOP).
- Unlimited vacation days to maintain work-life harmony (we require that you take a minimum of 3 weeks of vacation per year)
- 9 paid holidays (we offer flexible holidays!)
- 401(k) with match; you put in 6%, and we put in 4.5%.
- 12 weeks paid parental leave for the birth or adoption of a child.
- Health insurance w/ employer contribution.
- Dental, Vision, Voluntary Life and AD&D, and Accident insurance options.
- Pet insurance availability
- Health Savings & Flex Spending (Health, Limited & Dependent Care) Accounts available
- Employer-paid Life and AD&D insurance.
- Employer-paid Long Term Disability coverage.
- Up to $150/month to cover the cost of working with a financial planner, plus up to $500 toward the upfront fee.
- $2000/year (prorated by start date) to put towards professional development
- $250/quarter to spend on yourself specific to our core value of "Be Well Being You.”
- $500 donated to a non-profit organization of your choice when you volunteer 40 hours within the calendar year.
- A sabbatical program that includes a cash bonus and extra time off at 5, 10, and 15 years.
- Subsidized employer-sponsored childcare through our internal child care program. (Subject to availability)
- Various Gym discounts
- Company-owned laptop computer provided (Apple Products).
XYPN believes that our team members, and the individual identities and experiences of our team members, are our key differentiators. We won't settle for mere acceptance of each other's differences because we maintain that our team is better because of our differences, not in spite of them. As such, our culture celebrates, champions, supports, protects, and thrives on our various and collective identity categories. XYPN is beyond proud to be an equal opportunity employer.
Salary : $80,000 - $100,000