Advisory Service Lead
Apex Fintech Solutions
WHO WE ARE
Apex Fintech Solutions (AFS) powers innovation and the future of digital wealth management by processing millions of transactions daily, to simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech solutions enables us to support clients such as Stash, Betterment, SoFi, and WeBull, and more than 20 million of our clients' customers.
Collectively, AFS creates an environment in which companies with the biggest ideas in fintech are empowered to change the world. We are based in Dallas, TX and also have offices in Austin, New York, Chicago, Portland, and Belfast.
If you are seeking a fast-paced and entrepreneurial environment where you'll have the opportunity to make an immediate impact, and you have the guts to change everything, this is the place for you.
AFS has received a number of prestigious industry awards, including:
2021, 2020, 2019, and 2018 Best Wealth Management Company - presented by Fintech Breakthrough Awards
2021 Most Innovative Companies - presented by Fast Company
2021 Best API & Best Trading Technology - presented by Global Fintech Awards
ABOUT THIS ROLE
This is an incredible opportunity for a Service leader to join Apex's leadership team as an Advisory Service Lead. You will work closely with our Apex advisory clients, the core Advisory team, onboarding team, technology organization, and business teams in refining the advisory service strategy. Apex employees stand at the leading edge of this disruption and are responsible for collaborating across teams to enhance the customer experience.
If your personality thrives off the energy of an enthusiastic collaborative team and you love to learn and problem solve, we want to hear from you.
We are looking for someone who:
Is experienced and inspirational - You have extensive experience bringing service solutions to advisory firms.
Has conviction and ideas around how technology and processes can be improved to offer a better more efficient service experience.
Is passionate - You have a genuine passion for technology. You love using technology differently to maximize opportunity and impact for customers and you have a way of bringing out that same fire in the people you work with.
You are driven to continuously improve - whether that’s decreasing system down time or making an innovative change to “how it’s always been done” resulting in a more efficient way of supporting the customer. You challenge yourself by setting goals and exceeding them.
Is collaborative - You are excited to work with fellow Apexers and big thinkers. You know how to collaborate not only within your team directly, but also across the organization and with vendors.
Wants to make an impact - You are looking to do amazing work.
Responsibilities and what you will do all day:
Generate a plan to refine the advisory service function working closely with leadership in the advisory organization and head of Service and Relationship Management at Apex.
Define what advisory service experience excellence means for Apex and identify key performance indicators to track how Apex Advisory service is performing.
Influence the talent strategy of a team of frontline advisory service professionals responsible for responding to inbound inquiries from advisory firms. Identify core competencies necessary to be a successful advisory support associate. Train and educate these associates and develop career path for them.
Ensure service team is up to speed on the digital tools advisors can use to self-service in real time as opposed to taking the time to call into Apex.
Facilitate strong communication between departments at Apex regarding the needs of advisory clients uncovered by front-line service associates.
Track the most common advisory service NIGOs (not in good orders) and friction points for our advisory clients and generate ideas for reducing them, sharing ideas and feedback with advisory product and other business lines.
Drive alignment between the Service team, Apex support/ operational groups and processes, and our advisory clients, with the goal of providing seamless service.
Serve as the main point of contact for advisory client escalations.
Mentor team members, find ways to increase quality of customer service and implement best practices across all levels.
10+ years of experience working at an RIA firm or custodian specializing in RIA support, specifically within an operations / service organization preferably
Strong experience or understanding of Brokerage Operations processing, policies, and standards
Broad understanding of Brokerage regulations and compliance
5 years of experience in a people leadership role
Strong proven demonstrated success identifying KPIs and exceeding them
Strong analytical and communication skills
Deep knowledge of RIA landscape, custodial technology, and advisory and custodial operations workflows
Demonstrated success working cross functionally within an organization
Position requires 25%+ time for travel (We are a distributed company)
#customer service #mid-senior #full-time #LI-MJ1
We offer a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP), competitive PTO, 401k match, parental leave, and HSA contribution match. We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits. At AFS, we offer a hybrid work schedule for most roles that allows employees to have the flexibility of working from home and one of our primary offices.
AFS is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, natural or protective hairstyle, genetics, disability, age, or any other basis forbidden under federal, state, or local law.