Role Description & Opportunity

State 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 Responsibilities

• Serve as a front-line point of contact for RIA partners, handling inbound service inquiries via phone, email, and digital channels
• Deliver timely, accurate, and high-quality resolution to client requests, including account servicing, transaction processing, and general inquiries
• Execute financial transactions and service requests across asset classes (e.g., equities, mutual funds, fixed income, cash movements), ensuring accuracy and compliance
• Triage and resolve service issues independently where appropriate, escalating complex or sensitive matters to specialized teams (e.g., Trading, Operations, Compliance) as needed
• Provide clear, concise communication to clients throughout the lifecycle of a request, ensuring transparency and confidence
• Support onboarding, account maintenance, and documentation workflows in alignment with regulatory and operational requirements
• Leverage Salesforce Service Cloud (and related tools) to create, manage, and update cases; ensure accurate documentation of all client interactions
• Contribute to effective case management, including adherence to service level agreements (SLAs), escalation protocols, and follow-through
• Collaborate with internal partners across operations, product, and technology to support end-to-end service delivery
• Identify trends, recurring issues, and opportunities for process improvement; provide feedback to leadership to enhance service quality and efficiency
• Support adoption of digital and self-service tools by guiding advisors and clients through available capabilities
• Participate in team initiatives focused on continuous improvement, operational excellence, and client experience enhancement

Required Skills & Qualifications

• 2–4 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 preferred
• Demonstrated ability to deliver high-quality service in a fast-paced, client-facing role
• Working knowledge of financial products, markets, and basic investment concepts
• Strong problem-solving skills with the ability to assess issues, determine appropriate actions, and follow through to resolution
• Excellent verbal and written communication skills, with the ability to build trust and explain complex topics clearly
• Proven ability to manage multiple priorities, meet deadlines, and maintain attention to detail
• Comfort operating in structured, regulated environments with defined processes and escalation requirements
• Proficiency with technology platforms and tools; experience with Salesforce Service Cloud or similar CRM/case management platforms preferred
• Ability to work effectively both independently and as part of a team in a collaborative environment
• Strong organizational skills and commitment to accuracy, documentation, and process discipline
• Demonstrated adaptability and willingness to learn new systems, products, and workflows
• Client-centric mindset with a focus on delivering a professional, empathetic, and solutions-oriented experience

Education

• Bachelor’s degree required or equivalent relevant experience

Preferred Qualifications

• Prior experience supporting RIA clients or working within a custody or clearing platform
• Familiarity with omni-channel service models (phone, email, chat, digital portals)
• Exposure to case management, workflow automation, or AI-enabled service environments
• Demonstrated interest in continuous improvement, process optimization, and client experience innovation

Salary Range:

The 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 Street

Across 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, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.