Client Service Associate - Wealth Management at Shepherd… · New Albany

About Shepherd Financial

Shepherd Financial is an independent, privately held financial advisory firm headquartered in Carmel, Indiana. We advise on employer-sponsored retirement plans and household wealth. For organizations, we design and manage retirement plans that help ease administrative burden and help produce stronger outcomes for their people. For individuals and families, we manage every part of their financial life. Our mission is to deliver financial guidance that brings clarity and confidence to every family and organization we serve.

While we are proud of the work we do, that work is only possible because of the team behind it. Every Shepherd Financial team member is invested in the well-being of others, offering support and assistance in any way possible.

Our Core Values

Integrity: Earn trust through actions

Service: Create exceptional experiences

Quality: Precision in every detail

Innovation: Keep raising the bar

Empathy: Listen first, advise second

Growth: Always look for a better way

Position Description

The Client Service Associate (CSA) plays a critical role in delivering a high-touch, consistent, and proactive client experience. This individual partners closely with Wealth Advisors to support client onboarding, ongoing relationship management, account administration, and operational excellence.

This position requires strong attention to detail, ownership mentality, responsiveness, and a passion for serving clients at a high level. The ideal candidate thrives in a collaborative team environment while also taking initiative independently.

Core Responsibilities

Client Onboarding & Account Administration

• Prepare and process new account paperwork, transfers, money movements, and custodial documentation.
• Facilitate new alternative investments, including offering documents, subscription agreements, ongoing AML/KYC requests, etc., as required for assigned client relationships.
• Submit and monitor account funding and transfers.
• Maintain accurate digital client files and documentation.
• Coordinate onboarding workflows in Redtail CRM.

Ongoing Client Service & Relationship Support

• Serve as a key point of contact for client service requests.
• Schedule client appointments on behalf of assigned advisors, including outbound calls to clients as needed.
• Respond to client emails and phone calls within 24 hours.
• Process wires, ACH requests, transfers, RMDs, and other account maintenance items.
• Prepare materials before and after client review meetings.
• Develop a working knowledge of each advisor and client’s preferences, adjusting service delivery accordingly.
• Communicate with clients regarding tax document delivery and coordinate with tax professionals, as requested.
• Provide backup support across the client service team, ensuring business continuity.
• Identify opportunities to enhance client relationships and retention.

CRM & Operational Excellence

• Maintain accurate and comprehensive client records in Redtail.
• Document all client interactions within 24 hours.
• Initiate and complete follow-up workflows within established timelines.
• Collaborate with advisors to ensure proactive service and follow-through.
• Support reporting through Orion or a similar portfolio system.
• Continuously improve internal processes and client workflows.

What We’re Looking For

• 3-5+ years of experience in wealth management, financial services, or an independent RIA environment
• Undergraduate degree preferred
• Experience with custodians and account processing
• Familiarity with Redtail CRM and Docusign (or similar systems)
• Strong proficiency in Microsoft Office (Word, Excel, PowerPoint)
• Understanding of investment account types and basic financial terminology
• Excellent time management skills and ability to manage multiple priorities in a fast-paced environment
• Willingness to assist with other advisor/client service-related tasks as needed

Our Standards & Expectations

At Shepherd Financial, how we show up for our clients and one another matters as much as the work itself. These shared standards help every team member deliver the responsive, dependable experience our clients and teammates count on:

• Respond to client emails and phone calls within 24 hours
• Document all client interactions and appropriate follow-up items in Redtail within 24 hours
• Begin each business day no later than 8:30 AM
• Follow Shepherd Financial’s internal policies, including the Work-From-Home Policy of 4 days per week in-office and the Licensure & Designation Reimbursement Program

Compensation & Benefits

• Salary plus firm-wide revenue sharing program and discretionary year-end performance bonus
• Paid time off (Holidays, PTO, volunteer hours, summer Fridays), 401(k) match, and medical, term life, and disability insurance
• Additional benefit options: dental, vision, voluntary life, critical illness, and accident
• Financial support for professional accreditation/license fees and continuing education