Customer Service Specialist
XYPN is a turnkey advice and planning platform dedicated to helping fee-only financial advisors build independent firms. The Client Service Specialist will provide operational support to financial advisors, ensuring timely and accurate service execution while collaborating with team members to enhance advisor experience.
Responsibilities
- Respond to advisor service requests through our ticketing system (HelpScout) and phone in a timely, professional manner
- Own service requests through to completion, ensuring clear communication and proactive follow-up
- Coordinate with custodians to resolve NIGOs, facilitate fund transfers, and track requests to resolution
- Accurately complete paperwork, forms, and Docusign envelopes with a high degree of attention to detail
- Prepare and send client agreements and support advisor onboarding activities, ensuring accuracy, clarity, and timely follow-through
- Work assigned tickets independently while collaborating with teammates to move shared or related items across the finish line
- Maintain clear visibility into work status using internal tools and systems
- Support team success by helping unblock work when priorities shift or capacity is constrained
- Follow prioritization guidance and service standards set by the Client Service Manager
- Ensure service work is completed accurately, thoroughly, and in alignment with documented processes
- Identify patterns, recurring issues, or process gaps and surface them to the Client Service Manager
- Contribute ideas that improve efficiency, clarity, or advisor experience
- Participate in team training and coaching to continue building technical and operational skills
Skills
- 1+ years of experience in customer service or operational support
- 1+ years of experience in financial services
- Strong attention to detail and pride in producing accurate, high-quality work
- Clear written and verbal communication skills
- Comfort working across multiple systems and learning new tools quickly
- Strong organizational skills and the ability to manage multiple open work items
- A collaborative mindset and willingness to ask questions, seek feedback, and learn
- Comfort with both routine work and changing priorities in a fast-paced environment
- Prior experience working in an RIA, TAMP, or broker-dealer environment
- Experience working with Charles Schwab or other custodians
- Working knowledge of Orion
Benefits
- 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)
Company Overview