Client Service Case Manager

Lead with Purpose. Partner with Impact.

The Client Service Case Manager is responsible for the end-to-end management and resolution of service requests that cannot be completed during the initial contact with the Contact Center. Cases are assigned through established escalation and routing processes and remain under the ownership of the Case Manager until resolution.

This role serves as the central coordinator for complex service requests, partnering with internal teams to drive timely resolution while providing proactive communication and updates to advisors.

What You’ll Do:

Assume ownership of unresolved cases escalated from the Contact Center.
Use discretion and independent judgment to resolve case-related issues
Maintains detailed case logs and updates for leadership review
Drives cases to resolution through proactive ownership and follow-through
Serve as the primary point of contact for advisors throughout the life of the case.
Ensure all actions, communications, and case notes are documented accurately.
Maintain accountability for meeting service level expectations and resolution timelines.
Manage service requests requiring research, multiple touchpoints, or coordination across business units.
Handle high-priority, sensitive, or advisor-impacting issues requiring enhanced support.
Accept supervisor-assigned cases that require additional oversight or expertise.
Evaluate root causes, identify resolution paths, and drive cases to completion.
Know when to escalate to their dedicated Client Service Director when requests need cross collaboration outside the service organization.
Partner with Client Service and Operations teams to resolve issues.
Coordinate activities across multiple stakeholders to ensure timely completion.
Escalate barriers and delays appropriately while maintaining ownership of the overall case.
Track progress and follow through on outstanding action items.
Know when to escalate to their dedicated Client Service Director when requests need cross collaboration outside the service organization.
Provide proactive status updates throughout the case lifecycle.
Set clear expectations regarding next steps and anticipated timelines.
Minimize advisor effort by serving as the single point of accountability.
Build trust and confidence through responsiveness, transparency, and follow-through.
Identify recurring service issues and opportunities for process improvement.
Provide feedback to Contact Center leadership regarding call drivers and escalation trends.
Assist in developing knowledge resources and best practices to improve first-contact resolution.

What You Bring:

3+ years of experience in client service, operations, contact center support, wealth management, or financial services.
One year at Kestra or at least 2 years at a Wealth Management firm with similar case management role
Strong problem-solving and critical-thinking skills.
Ability to manage multiple cases simultaneously while maintaining quality and accuracy.
Excellent written and verbal communication skills.
Proven ability to work effectively across multiple departments.
Experience supporting financial advisors.
Experience in case management, escalation management, or service recovery environments.
Working knowledge of brokerage, advisory, and account servicing processes.
Experience utilizing CRM and workflow management systems.
Active SIE and series 7 within one year
Preferred FINRA Series 24 license