Client Relationship Specialist

About this Opportunity:

As a Client Relationship Specialist, you will deliver exceptional service and proactive relationship support to advisors within an assigned territory while supporting a shared portfolio of relationships. This role combines relationship management, advisor enablement, operational execution, and AI-assisted service delivery to create a more efficient, personalized, and consistent advisor experience. You will leverage approved AI-enabled tools to accelerate research, summarize interactions, surface advisor insights, support issue resolution, and reduce administrative effort while maintaining human judgment, accuracy, and accountability. You will operate in a fast-paced, highly regulated environment where responsiveness, sound judgment, attention to detail, and compliance awareness are critical to protecting our advisors, clients, and the firm. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.

It is anticipated that an incumbent in this role will work as a Hybrid employee, with three (3) or more days each week required on-site at one of the listed office locations.

Candidates should be located within a commutable distance to an office. Internal candidates currently aligned to an Orion office location may be given preference; however, internal candidates with varying work arrangements may be considered based on experience and business needs. Work location is subject to change based on business needs.

In this role, you’ll get to:

• Support advisors within an assigned territory as part of a team-based servicing model
• Respond to advisor inquiries across channels (phone, email, chat) with timely and accurate resolution
• Build familiarity and relationships with advisors in the territory, ensuring continuity of service even in a shared coverage model
• Collaborate with team members to balance workload and maintain consistent service coverage
• Guide advisors on systems, custodial requirements, workflows, and platform capabilities
• Support advisor adoption and effective use of Orion platforms, systems, and tools through ongoing education and guidance.
• Use AI-generated advisor insights, engagement trends, service history, and knowledge resources to identify opportunities for proactive outreach, education, and service improvement.
• Leverage approved AI-enabled tools and automation to improve servicing efficiency, reduce administrative effort, support advisor education, and create a more personalized advisor experience while maintaining human judgment and accountability.
• Use AI-assisted tools to accelerate inquiry research, summarize advisor interactions, draft service communications, categorize cases, identify next steps, and improve follow-up quality.
• Apply proactive insight and service data to anticipate advisor needs, identify service risks, and help improve advisor satisfaction.
• Provide guidance to advisors on best practices, policies, procedures, workflows, and servicing efficiencies to improve the overall advisor experience.
• Deliver training and ongoing education to drive adoption and reduce service friction
• Manage advisor requests from intake through completion by analyzing issues, identifying solutions, coordinating with internal teams, and ensuring timely resolution regardless of point of entry.
• Provide financial trade assistance, including point-of-call trade processing support and online trade execution
• Analyze requests, identify solutions, and coordinate across internal teams as needed
• Proactively identify and resolve documentation issues, including NIGO items, and help prevent recurrence through improved guidance, workflow awareness, and AI-supported service insights.
• Process daily servicing work including account management and call support
• Maintain an ‘above and beyond’ service approach that promotes advisor confidence, trust, and long-term relationship satisfaction.
• Meet or exceed established service metrics related to quality, timeliness, productivity, first-contact resolution, and advisor satisfaction.
• Provide clear communication and status updates to advisors and internal stakeholders
• Contribute feedback and ideas to improve processes, AI-enabled workflows, knowledge resources, and the overall advisor experience.
• Build effective cross-functional working relationships with stakeholders across Service, Sales, Operations, Compliance, Technology, Product, and other internal teams to support seamless advisor experiences.
• Support team initiatives, projects, as needed
• Share successful AI use cases, workflow improvement ideas, and lessons learned with peers and leaders to support responsible adoption and continuous improvement.
• Adhere to all regulatory and company requirements in a high-risk financial environment
• Maintain strong attention to detail and ensure accuracy across all servicing activities
• Validate AI-generated recommendations, communications, summaries, and next steps before use with advisors or internal stakeholders.
• Protect sensitive information and apply appropriate judgment when using AI-enabled tools, automation, and digital workflows.
• Operate in a high financial risk environment where accuracy, attention to detail, and adherence to regulatory and company requirements are critical to protecting advisors, clients, and the firm.

We’re looking for talent who:

• Has a Bachelor’s degree in Business, Finance, or related field as required
  • In lieu of Bachelor’s degree, equivalent experience may be accepted
• Has a minimum of two (2) years of experience in client service or financial services as required
• Has strong communication and relationship management skills
• Can thrive in a team-based, shared service model
• Can manage multiple priorities in a fast-paced environment
• Has a problem-solving mindset with strong attention to detail
• Is professional in handling complex or sensitive situations
• Has proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Has experience with CRM platforms (e.g., Salesforce) preferred
• Is comfortable using approved AI-enabled tools, automation, knowledge resources, and digital workflows to enhance productivity, service quality, advisor support, and continuous improvement.
• Uses AI responsibly by understanding appropriate use cases, validating outputs, protecting sensitive information, and escalating when human review or additional guidance is needed.
• Demonstrates curiosity, adaptability, and a continuous improvement mindset as service workflows, technology, and advisor expectations evolve.
• Owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization 

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