Client and Advisor Experience Associate

Compensation Transparency

Salary Range: $125,000 - $150,000

Bonus eligible

At Earned, we are committed to fair and transparent compensation. Base salary is market-driven and determined at the time of offer based on benchmarks such as role-specific market data, company stage, and factors such as internal equity, relevant experience, interview performance, location, and level.

Job Summary

The Client & Advisor Experience Associate is responsible for designing, centralizing, and optimizing the end-to-end client and advisor experience. This role sits at the intersection of service design, operations, technology, and advisory teams, ensuring a seamless, consistent, and scalable omni-channel experience across every client touchpoint.

The Associate will bring a structured, data-driven mindset to process design, communication infrastructure, and performance management - serving as a key driver of cross-functional alignment and operational excellence.

Key Responsibilities

Process Design & Centralization

• Own the end-to-end design and implementation of centralized client-facing processes.
• Lead engagement letter distribution workflows, template standardization, and documentation governance.
• Coordinate across advisory, operations, compliance, and technology teams to ensure consistent execution.
• Identify inefficiencies, eliminate redundancies, and implement scalable workflow solutions.

Omni-Channel Client Service Delivery

• Design and operationalize seamless omni-channel client experience spanning:

• Digital properties (client portals, email communications, mobile touchpoints)

• Live channels (managed phone lines, in-person interactions)

• Self-service platforms

• Establish consistent service standards, messaging frameworks, and escalation protocols across all channels.

• Identify friction points in the client journey and implement solutions to enhance continuity and ease of engagement.

Client Communication Infrastructure

• Manage the buildout and ongoing operations of centralized communication channels, including managed phone lines, shared inboxes, and digital engagement tools.
• Define operating procedures, service-level standards, routing logic, and escalation paths.
• Monitor performance and continuously refine infrastructure to improve responsiveness and quality.

Cross-Functional Coordination & Stakeholder Engagement

• Serve as the connective tissue across advisory, operations, compliance, and technology teams.
• Align stakeholders on process requirements and implementation priorities.
• Remove bottlenecks and drive adoption of new workflows in a matrixed environment.
• Influence without direct authority, building credibility and trust across all levels of the organization.
• Present updates, recommendations, and insights clearly to senior leadership.

Training & Change Management

• Develop and deliver structured training programs for internal stakeholders on new client and advisor experience processes.
• Create playbooks, SOPs, job aids, and documentation to sustain adoption.
• Reinforce omni-channel service protocols and behavioral standards.
• Support change management efforts to embed consistent service delivery across all touchpoints.

Data, Analytics & Performance Management

• Define and maintain a core set of experience-focused performance metrics, including:

• Turnaround times

• Channel utilization rates

• Completion rates

• Call volume trends

• Client satisfaction indicators

• Build reporting frameworks to monitor process health and service effectiveness.

• Translate data into actionable insights and prioritized recommendations.

• Proactively surface trends, risks, and improvement opportunities.

• Present data-driven findings in a clear, decision-ready format for senior stakeholders.

Project Management

• Manage multiple concurrent workstreams with defined milestones, timelines, and accountability structures.
• Apply structured project management methodologies to ensure execution rigor.
• Escalate risks, dependencies, and key decisions appropriately to the Senior Manager.
• Maintain clear documentation of progress, outcomes, and next steps.

Key Requirements

• Bachelor's degree in a related field
• 2-3 years of relatable experience
• Financial services, consulting, or healthcare background preferred
• Demonstrated experience designing or managing service delivery across digital and live channels
• Strong understanding of cohesive client journey design, service standards, and escalation frameworks
• Structured, data-driven thinker with the ability to translate metrics into actionable insights
• Proficiency in Excel, Tableau, or comparable analytics tools preferred
• Exceptional written and verbal communication skills
• Ability to build credibility quickly and influence cross-functional stakeholders without direct authority
• Comfortable presenting insights and recommendations to senior audiences

Benefits

• An attractive total compensation package
• Employer-sponsored health insurance (medical, dental, vision)
• 401k + 5% match

Earned is committed to offering equal employment opportunity in all employment practices and employment decisions are based on an individual's job qualifications and abilities. Earned prohibits discrimination based on race, creed, color, religion, national origin, ancestry, sex, gender (including gender identity, gender expression and being transgender), sexual orientation, marital status, registered domestic partner status, citizenship status, age, military and veteran status, medical condition, genetic information, political affiliation, disability, medical condition, or any other basis protected by federal, state, or local law or ordinance or regulation. Earned also prohibits discrimination based on the perception that anyone has any of these characteristics or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful.

LinkedIn Job ID: 4427213545 - Posted 6/12

About Earned

Earned is a category-defining, first-in-kind tax-smart financial services firm dedicated to serving doctors, their families, and their practices. Our goal is to be the only financial partner doctors need by seamlessly integrating personal and practice-based solutions to maximize their wealth potential and drive better financial outcomes.

We bring together tax, accounting, wealth management, insurance, and legal services under one platform not as a generic one-stop shop, but to deliver better advice through an integrated view of a doctor's full financial life. Our differentiation is relationship-led, trust-based selling paired with disciplined execution across the ecosystem.

Earned manages $3.4B+ in assets, serves more than 20,000 clients, and is one of the fastest-growing doctor-focused platforms in the country. Backed by $200M of committed capital, we are scaling rapidly through acquisitions and organic growth across multiple service lines.

We are building this platform from the ground up, leveraging modern technology, data, and AI to simplify the client experience and make it easier for advisors and sales teams to deliver high-quality advice at scale. Operating across multiple service lines, acquired entities, and client entry points requires a highly disciplined yet relationship-driven go-to-market model that can scale without losing trust.

Join us as we build the future of financial services for doctors faster, smarter, and at scale.