Client Experience Coordinator - FaithWise Advisors

Reports to: Senior Client Experience Manager

Position Summary:
The Client Experience Coordinator is an essential member of the FaithWise Advisors team, responsible for delivering the accurate, timely, and caring service that makes a high-touch client journey possible. This role supports every stage of the client relationship, from onboarding and account setup to contributions, grants, and ongoing service requests, ensuring each interaction reflects FaithWise's mission and its commitment to faithful stewardship.

The Coordinator partners with advisors, the Client Experience team, and operations colleagues to process client requests, maintain CRM discipline, and keep onboarding and business development workflows moving. After a structured training period, the Coordinator becomes a primary point of contact for clients, answering calls and emails with warmth, clarity, and discretion. Success in this role requires close attention to detail, sound judgment with sensitive information, and a daily commitment to FaithWise's values of integrity, stewardship, excellence, collaboration, and curiosity.

Key Responsibilities:

Client Experience and Service Delivery

  • Answer client phone calls and emails promptly and professionally, resolving routine requests and setting clear expectations on next steps and timing.
  • Process routine service requests, including address and contact updates, transfers, distributions, beneficiary and authorized-party changes, and document requests, and prepare forms for client signature.
  • Prepare and process paperwork for donor-advised fund contributions and grant distributions, confirming documentation is complete before submitting for the Senior Client Experience Manager's review and approval.
  • Prepare contribution receipts and acknowledgments and other standard client letters using approved templates.
  • Coordinate with custodians, third-party administrators, Accounting, and advisors to complete requests, and follow up until each request is closed.
  • Assemble and send client statements, custodian tax documents, and scheduled client communications according to the service calendar.
  • Support stewardship touchpoints by scheduling outreach, preparing mailings, and tracking completion, in partnership with the CX Associate.
  • Recognize requests that involve investment, tax, legal, or charitable-planning advice and route them promptly to the appropriate professional; escalate complex, sensitive, or time-critical matters to the Senior Client Experience Manager with a clear summary.

Client Onboarding and Business Development Support

  • Carry out onboarding steps for new investing and charitable clients: send welcome communications, collect and review documents, prepare account-opening and fund-establishment paperwork, and track each item to completion.
  • Follow up with clients, advisors, and custodians on missing or not-in-good-order items so accounts open on time.
  • Maintain an onboarding tracker so the Senior Client Experience Manager and advisors can see the status of every new relationship at a glance.
  • Enter and update client and prospect records and other information in the Redtail CRM and client files accurately and promptly, following FaithWise data standards, and keep contact records clean by correcting duplicates, gaps, and errors.
  • Log client interactions, service activity, and prospect follow-up tasks in the CRM.
  • Prepare materials for prospective client meetings, such as meeting packets, proposal documents, and follow-up letters, using approved templates and under the direction of the Senior Client Experience Manager and advisors.

Operational Excellence and Reporting

  • Keep workflow trackers current (open service requests, onboarding status, pending contributions and grants) so nothing falls through the cracks.
  • Pull CRM data and compile routine reports, such as open requests, activities, onboarding status, and pipeline status, for the Senior Client Experience Manager to review and share with leadership.
  • Maintain organized client files and documentation that support audit readiness, compliance reviews, and internal accountability.
  • Handle sensitive personal and financial information with discretion, following privacy, security, and compliance policies.
  • Support the documentation of procedures, checklists, and templates for the Client Experience manual as part of learning each process.
  • Flag recurring errors, bottlenecks, and data issues, and suggest practical improvements to workflows.
  • Support organizational projects and initiatives as assigned by the Senior Client Experience Manager.
  • Additional CRM and data-related responsibilities may be added as the role develops.

QUALIFICATIONS

  • Bachelor's degree or equivalent combination of education and relevant experience.
  • Two to four years of experience in client service, client operations, or administrative support within financial services, wealth management, or a philanthropic or nonprofit organization.
  • Familiarity with charitable giving structures (donor-advised funds, charitable remainder trusts, endowments) and investment accounts is strongly preferred, along with eagerness to deepen that knowledge.
  • Experience with a CRM system; Redtail experience is preferred. Comfort working with data, accurate data entry, and solid Excel skills.
  • Warm, clear, and professional phone and written communication, including with high-net-worth individuals and professional advisors.
  • High attention to detail, proven discretion with confidential information, and a service-first mindset.
  • Sound judgment and a clear sense of when to resolve an issue and when to escalate it.
  • Strong organization, project management, and time management skills in a fast-paced, mission-driven environment.
  • Interest in growing into a client experience leadership role.
  • Commitment to FaithWise's mission and to serving clients with integrity, stewardship, excellence, collaboration, and curiosity.
  • This is a full-time, non-exempt (hourly), position located in Pasadena, CA.
  • Background check required.
  • Anti-harassment training for employees and supervisors is mandatory upon hire.

MEASURES OF SUCCESS

  • Client calls and emails answered promptly, with clear communication and follow-through.
  • Service requests, contributions, and grants processed accurately and on time, with few not-in-good-order items or rework.
  • New client onboarding completed smoothly and on schedule.
  • Accurate, complete, and current CRM records and client files.
  • Trackers and routine reports that are current and reliable.
  • Sensitive information handled correctly and issues escalated appropriately.
  • Steady progress through training to independent client-facing work, and measurable relief of administrative workload for the Senior Client Experience Manager.

Pay: $33.65 per hour

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Work Location: Hybrid remote in Pasadena, CA 91182

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