Advisor Support and Experience Lead, Assistant Vice President - Wealth Custody & Clearing

Role Description & OpportunityState Street Wealth Custody and Clearing is seeking a Service Lead to deliver a high-quality, relationship-focused service experience for our RIA clients and their end investors. This role serves as a critical member of the advisor support model, acting as a primary point of contact for service inquiries while ensuring consistent, accurate, and timely resolution across service channels.The Service Lead operates within a modern, omni-channel service environment (phone, email, and digital platforms) and plays a key role in executing State Street’s service strategy through daily interactions. This individual combines strong client service instincts, operational knowledge, and sound judgment to resolve issues, support transactions, and guide State Street’s RIA partners through complex or time-sensitive situations.This role offers the opportunity to develop deep expertise across custody operations, financial products, and service workflows, while contributing to a scalable, technology-enabled service model leveraging platforms such as Salesforce Service Cloud and AI-assisted tools. It is ideal for professionals who thrive in a fast-paced, client-centric environment and are motivated to build trusted relationships through exceptional service delivery.Key ResponsibilitiesServe as a front-line point of contact for RIA partners, handling inbound service inquiries via phone, email, and digital channelsDeliver timely, accurate, and high-quality resolution to client requests, including account servicing, transaction processing, and general inquiriesExecute financial transactions and service requests across asset classes (e.g., equities, mutual funds, fixed income, cash movements), ensuring accuracy and complianceTriage and resolve service issues independently where appropriate, escalating complex or sensitive matters to specialized teams (e.g., Trading, Operations, Compliance) as neededProvide clear, concise communication to clients throughout the lifecycle of a request, ensuring transparency and confidenceSupport onboarding, account maintenance, and documentation workflows in alignment with regulatory and operational requirementsLeverage Salesforce Service Cloud (and related tools) to create, manage, and update cases; ensure accurate documentation of all client interactionsContribute to effective case management, including adherence to service level agreements (SLAs), escalation protocols, and follow-throughCollaborate with internal partners across operations, product, and technology to support end-to-end service deliveryIdentify trends, recurring issues, and opportunities for process improvement; provide feedback to leadership to enhance service quality and efficiencySupport adoption of digital and self-service tools by guiding advisors and clients through available capabilitiesParticipate in team initiatives focused on continuous improvement, operational excellence, and client experience enhancementRequired Skills & Qualifications2–4 years of experience in financial services, client service, or advisor support environments (broker-dealer, custody, or wealth management preferred)Series 7 license required or ability to obtain within a defined timeframe; Series 63/66 preferredDemonstrated ability to deliver high-quality service in a fast-paced, client-facing roleWorking knowledge of financial products, markets, and basic investment conceptsStrong problem-solving skills with the ability to assess issues, determine appropriate actions, and follow through to resolutionExcellent verbal and written communication skills, with the ability to build trust and explain complex topics clearlyProven ability to manage multiple priorities, meet deadlines, and maintain attention to detailComfort operating in structured, regulated environments with defined processes and escalation requirementsProficiency with technology platforms and tools; experience with Salesforce Service Cloud or similar CRM/case management platforms preferredAbility to work effectively both independently and as part of a team in a collaborative environmentStrong organizational skills and commitment to accuracy, documentation, and process disciplineDemonstrated adaptability and willingness to learn new systems, products, and workflowsClient-centric mindset with a focus on delivering a professional, empathetic, and solutions-oriented experienceEducationBachelor’s degree required or equivalent relevant experiencePreferred QualificationsPrior experience supporting RIA clients or working within a custody or clearing platformFamiliarity with omni-channel service models (phone, email, chat, digital portals)Exposure to case management, workflow automation, or AI-enabled service environmentsDemonstrated interest in continuous improvement, process optimization, and client experience innovationSalary Range: $70,000 - $130,000 AnnualThe range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.For a full overview, visit https://hrportal.ehr.com/statestreet/Home.About State StreetAcross the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, an