Cassaday & Company

POSITION SUMMARY

The Client Service Manager leads the Client Service team daily operations, ensuring high-quality client service, efficiency, and consistent adherence to regulatory requirements. This role requires a proactive, detail-oriented leader who can manage and mentor staff, handle complex escalations independently, and provide coverage for Client Service Associates and the CS Director when needed. 

RESPONSIBILITIES

• Manage a team of 6+ direct reports, providing leadership, coaching, mentoring, and performance feedback to drive high team performance. 

• Oversee timely and accurate execution of Client Service Department tasks through 1:1 CSA meetings, CRM task review and prioritization, and progress tracking. 

• Independently manage complex and high-priority client questions and escalations, ensuring accurate communication and timely resolution. 

• Collaborate with internal stakeholders to resolve, document, and report on client issues efficiently. 

• Own the CSA new hire training program, including defining training objectives, scheduling and coordinating sessions, administering onboarding, and completing performance evaluations. 

• Monitor broker-dealer systems for rejected requests, facilitate resolutions, and identify trends to prevent recurrence. 

• Provide coverage for CSAs and the Client Service Director as needed to ensure uninterrupted client service and department operations. 

• Monitor team activities to ensure Standard Operating Procedures (SOPs) are consistently followed, reinforcing adherence with team members to maintain compliance, reduce operational risk, and uphold service standards. 

• Participate in department goal setting, planning, and execution of special projects at the direction of the Client Service Director. 

• Collaborate on inter-department process development, documentation, and deployment. 

REQUIREMENTS

• Bachelor’s degree (BA) or equivalent industry experience required. 

• 6-10 years’ experience in a Client Services role at an investment management firm. 

• 2+ Years experience managing/leading a team of 2+ direct reports, including demonstrated skills in: 

• Performance Management  

• Team Member Coaching and Feedback 

• Hiring and Training  

• SOP development and oversight  

• 2+ Years Experience using CRM system and CRM workflows for task management, Tamarac experience a plus. 

• Advanced knowledge of financial systems and experience working within them to execute transactions  

• Advanced knowledge in IRS, DOL, and FINRA regulations and experience in applying and/or adhering to those within a CSA role.   

• Exceptional written and verbal communication skills, including strong proofreading ability. 

• Superior organizational skills with exceptional attention to detail and commitment to improving accuracy of data and preventing errors 

• High Proficiency in Microsoft Office Suite tools (Outlook, Excel, and Word). 

PREFERRED

• Experience in a fast-paced working environment and the ability to multi-task, prioritize and manage time effectively  

• Strong process orientation and a demonstrated ability to execute and deliver projects in a timely and efficient manner.  

• Expertise in KPI establishment, tracking, and reporting  

• Advanced Excel skills.   

• Series 7 & Series 66 licenses  

• Self-motivator who can adapt and respond to different types of requests on-the-go 

• Experience working with Pershing as a custodian or Osaic as a Broker-Dealer 

Compensation: $95,000–$135,000 commensurate with experience and credentials.

This position offers a hybrid schedule following successful completion of the introductory period.

ABOUT US

Cassaday & Company manages over $6 billion in assets for approximately 3100 households.

Since its inception in 1993, Cassaday & Company has been recognized for employee development, community service, as a best place to work, as one of the fastest growing companies in the country, and as one of the top wealth advisors in the United States by outlets such as Barron’s, Forbes, Inc. 5000, Investment News, Financial Times, Washingtonian, and more.

CASSADAY & COMPANY BENEFITS PACKAGE

• Healthcare options, including medical, dental, vision, life, and disability insurance, with majority of premiums paid by the firm
• 401(k) options
• Paid time off
• Telework options
• Health & Wellness Program, including:
  • paid gym membership
  • quarterly & annual employee wellness events
• Paid parking in covered garage, OR monthly public transit subsidy
• Tax-free Dependent Care Assistance and Education & Tuition Assistance programs
• Company-sponsored employee appreciation events