Client Portal Technology Associate

Our Story
Founded in 2008, Hightower is a wealth management firm that provides investment, financial and retirement planning services to individuals, foundations and family offices, as well as 401(k) consulting and cash management services to corporations. Hightower’s capital solutions, operational support services, size and scale empower its vibrant community of independent-minded wealth advisors to grow their businesses and help their clients achieve their financial vision. Based in Chicago with advisors across the U.S., we operate as a registered investment advisor (RIA).

Your Future Team
Reporting to the Senior Manager, Client Portal & CRM Services, you will play a hands-on role in managing activities related to Hightower’s Client Portal. The ideal candidate will be a dedicated and service-oriented individual who will focus on providing a positive experience for our end users. You will partner with vendor resources and our internal team to ensure seamless operations and an excellent advisor experience. Additionally, you will contribute to process improvements and standardization

What You’ll Do
Centralized Management

• Manage advisor practice service requests through centralized intake, tracking, and resolution workflows, ensuring adherence to defined SLAs and service standards.
• Monitor and report on service performance, identifying trends, root causes, and opportunities to improve efficiency and client experience.
• Address complex inquiries and escalations from internal and external stakeholders, serving as a key escalation point for portal-related issues.
• Maintain and continuously enhance the knowledge base, ensuring accurate, scalable, and user-friendly documentation aligned with evolving platform capabilities.
• Serve as the primary point of contact for Client Portal Services, supporting advisor teams in delivering a seamless digital client experience.
• Manage the full lifecycle of support cases, including intake, prioritization, tracking, communication, and resolution.
• Partner with advisors to troubleshoot issues related to portal access, data display, integrations, and user experience.

Process Improvement

• Collaborate cross-functionally with product, technology, and operations teams to identify and implement enhancements to the client portal experience.
• Analyze portal usage, advisor engagement, and case data to identify opportunities to improve adoption, usability, and service delivery.
• Support break/fix analysis by identifying recurring issues, documenting root causes, and driving long-term solutions in partnership with technology teams.
• Develop and deliver reporting on platform adoption, case trends, and service metrics to inform leadership and drive decision-making.
• Contribute to change management efforts, including advisor communications, training materials, and rollout support for new portal features and enhancements.

What You’ll Bring

• Bachelor’s degree in Finance, Business Administration, Information Technology, or a related field.
• 3+ years of experience in the Financial Services industry (Wealth Management preferred).
• Developed understanding of the operational details of the advisory business (e.g., RIA) functions (IT, Operations, Compliance) preferred.
• Ability to understand the client-facing perspective of our client portal.
• Own and continually improve standard processes.
• Manage multiple initiatives simultaneously in a fast-paced environment and prioritize tasks accordingly. Ability to work independently.
• A growth mindset, propensity to take initiative to constantly improve processes, workflows, and results.

What We Offer

• Coverage on the first day of employment for medical, dental, and vision insurance
• Paid parental leave (16 weeks for primary caregiver and 8 weeks for secondary caregiver)
• Mother’s lounge onsite
• Flexible PTO plan
• In-office Monday through Thursday and work from home on Fridays
• Free brand-new gym in the Chicago office
• 401k matching plan
• HSA employer contributions
• Student loan assistance
• Pet insurance
• Base salary of $85,000-$90,000 plus discretionary bonus (exact base salary amount will be dependent on experience)

AN EQUAL OPPORTUNITY EMPLOYER: Hightower is an equal opportunity employer and does not discriminate based upon race, color, religion, sex, sexual orientation, pregnancy, marital status, national origin, citizenship, veteran status, ancestry, age (over 40), physical or mental disability, medical condition (cancer-related), gender identity or expression, genetic information including sickle cell or hemoglobin C trait, or any other consideration made unlawful by applicable federal, state, or local law.

You are a U.S. citizen, U.S. permanent resident or possess other unrestricted U.S. work authorization and will not require sponsorship for U.S. work authorization now or anytime in the future.