Client experience specialist - governments & instutions

Summary

This full-time, hourly position is based in Worcester, MA. The Client Experience Specialist (CES) is a critical operations and client service role within the Bartholomew Governments & Institutions (BGI) team. The position is central to ensuring that every client interaction — whether related to account administration, reporting, or operational workflows — is handled with accuracy, consistency, and care.

About Us

Bartholomew & Company manages over $6 billion in total client assets, including $3.5 billion for more than 340 government and institutional entities across New England. Our relationships span cities, towns, municipalities, and other public institutions that entrust us with accounts ranging from under $1 million to over $100 million in AUM, reflecting a firm-wide commitment to delivering exceptional service at any scale.

Core Responsibilities

• Client Service Leadership
  • Manage complex client service workflows across advisor teams
  • Serve as escalation point for challenging client service issues
  • Communicate proactively with clients regarding service matters and account needs
  • Ensure consistent and high-quality client service delivery
• Advanced Account Administration
  • Oversee complex transactions including transfers, account updates, and operational requests
  • Review and process service requests to ensure accuracy and compliance
  • Maintain and oversee client documentation within CRM and operational systems
  • Coordinate complex client service across custodians and platforms
  • Prepare reports as needed, including monthly, quarterly, semi- and annual reports
  • Material & binder preparation for client reviews
• Team Development
  • Lead by example and inspire colleagues both in person and virtually
  • Provide insights and improvements on workflows, service processes, and client communication
  • Support training of new service team members
  • Promote best practices in service operations
• Compliance & Operational Oversight
  • Ensure adherence to firm policies and regulatory requirements
  • Identify opportunities to improve operational processes and workflows
• Advisor & Team Collaboration
  • Partner closely with Investment Advisors to support client relationships
  • Coordinate service delivery for Investment Advisors
  • Participate in service team & advisory team discussions and process improvements
  • Other related duties as assigned.

Skills & Competencies

Technical

• Proficiency with Microsoft 365 Suite (Outlook, Excel, Word, PowerPoint, Co-Pilot)
• CRM and financial services platform expertise (familiarity with WealthBox CRM, LPL’s Clientworks and/or Orion is a plus)
• High-complexity transaction processing
• Operational workflow optimization
• Familiarity with financial markets

Leadership

• Promotes service excellence and operational discipline
• Mentors and coaches junior service team members, as applicable

Client Engagement

• Proactive and meaningful communication and connection with clients
• Ability to manage complex service needs and client expectations
• Prepare for and attend Annual BGI dinner

Organizational

• Strong problem-solving ability
• High attention to detail and accuracy
• Ability to manage multiple priorities in a fast-paced environment

Preferred skills and qualifications

• Bachelor’s Degree in any field of study (Preferred)
• 3–5 years of financial services and/or client service experience

Core Skills, Competencies & Characteristics

• Clients First. Always: Approaches every client-related task with care, professionalism, responsiveness, and a commitment to delivering an exceptional experience.
• Own Your Role: Takes a proactive approach to problem solving and contributing to team and client success, demonstrates sound judgment, follows through on commitments, upholds high ethical standards and a fiduciary mindset in all work and client interactions, and appropriately escalates matters outside the scope of the role.
• Pursue Excellence: Holds work to a high standard rather than the minimum required, demonstrating exceptional attention to detail across client data, financial planning documentation, and compliance records, as errors can directly impact client outcomes and firm compliance, while continually looking for ways to improve accuracy, clarity, and quality.
• Stay Humble. Be Curious: Demonstrates genuine enthusiasm for financial markets, planning concepts, and the wealth management profession through inquisitiveness, and is receptive to feedback and actively applies mentorship to develop technical expertise and understanding of the advisory process.

Why Bartholomew and Company

At Bartholomew & Company, the Government & Institutional is committed to building a collaborative, supportive, and growth-oriented environment where employees can build meaningful careers while making a direct impact on clients’ financial lives. Team members benefit from close collaboration with experienced professionals, exposure to sophisticated financial management strategies, and opportunities for continued professional development and advancement.

We believe in investing in our people through career pathing, continuing education opportunities, and a comprehensive benefits package designed to support overall well-being both personally and professionally.

Benefits

• 401(K) + Match
• Dental Insurance
• Employee Assistance Program
• Financial Support For Licensing
• Flexible Spending Accounts
• Health Insurance
• Life and AD&D Insurance
• Paid Time Off
• Retirement Plan
• Tuition Reimbursement
• Vision Insurance

Perks

• Access to complimentary company WooSox tickets
• Discounted Tickets to the Hanover Theatre
• Company Paid Parking
• Free Tickets to the Worcester Art Museum
• Friday Hours

Physical Requirements

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for long periods of time; to occasionally stoop, bend, kneel, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including the use of a computer, keyboard, copy machine, printer and calculator; and ability to communicate information and ideas in a manner that others will understand.

EEO Statement

Bartholomew & Company is an Equal Opportunity employer and does not discriminate in employment on the basis of race, color, religious creed, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, and/or other status protected under law.