Client Experience & Operations Manager

Client Experience & Operations Manager

Heritage Financial Consultants – Hunt Valley, MD

We are a high-performing financial planning team seeking a Client Experience & Operations Manager to take ownership of our client service and operational systems.

This role is critical to delivering a seamless, high-touch experience for our clients while ensuring nothing falls through the cracks behind the scenes. You will serve as the primary point of contact for client service needs while managing and improving the internal processes that keep our business running efficiently.

This is not a sales role. It is an execution and ownership role for someone who takes pride in doing things the right way, every time.

Key Responsibilities

• Serve as the primary point of contact for client service requests via phone and email with fast, polished, and professional communication
• Own follow-ups and ensure all client action items are completed accurately and on time
• Manage and execute new account opening, transfers, and client service requests
• Prepare and organize materials for client meetings (reports, forms, summaries, etc.)
• Track and manage client workflows to ensure a consistent, high-quality experience
• Utilize CRM and custodial systems to maintain accurate client records and documentation
• Coordinate with advisors and team members to ensure seamless execution of client needs
• Identify inefficiencies and help improve internal systems and processes over time
• Generate client reports and assist with ongoing planning and service initiatives

• 3–7 years of experience in financial services or a professional office environment

• Proven experience handling client communication via phone and email
• Strong attention to detail with the ability to consistently execute accurately
• Highly organized with strong follow-through and time management skills
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)
• Experience with CRM systems and account processing is a plus
• Bachelor’s degree preferred
• Industry licenses (Series 6/7, Life & Health) are a plus but not required

• Competitive base salary with performance-based bonus potential
• Paid time off, including vacation and personal days
• Company-sponsored retirement plan
• Health insurance coverage (with flexibility to expand benefits over time for the right candidate)
• Support for professional development, licensing, and continuing education
• Clear path for growth and increased responsibility within the firm
• Strong team-oriented culture with regular team events and outings
• Company-sponsored lunches every Wednesday
• Opportunities to participate in charity and community involvement days
• In-office role with opportunity for partial remote flexibility over time
• Free parking

Equal Opportunity Employer

Securities and investment advisory services offered through Osaic Wealth, Inc., member FINRA/SIPC. Osaic Wealth is separately owned and other entities and/or marketing names, products or services referenced here are independent of Osaic Wealth.