Client Service Associate

ABOUT THE ROLE

Do you love organization, follow-through, and the flexibility of a hybrid schedule? Join us as a Client Service Associate and play a key role in keeping our advisors and clients supported. You'll coordinate schedules, prepare for meetings, manage paperwork and digital files, and ensure communication stays professional, timely, and accurate. As a client-facing role, you represent the firm in every interaction-your professionalism and warmth should help each client feel cared for, valued, and confident that they are receiving exceptional service. You're someone who enjoys both people- and detail-oriented work. You like learning new technology, staying a step ahead, and using good judgment-knowing when to follow the process, when to ask questions, and when to anticipate what's needed next. You'll collaborate with our Operations & Client Service team, learning from experienced colleagues while building confidence in your own role. As you grow, you'll have opportunities to take on more responsibility and contribute to improving how we serve our clients.

Client Service & Administrative Responsibilities

• Oversee account maintenance requests, including updates to passwords, addresses, beneficiaries, money movement, and statements, while addressing general client inquiries.
• Support client onboarding by sending investment and financial planning agreements, disclosures, and tracking outstanding items to ensure a smooth process.
• Maintain organized, up-to-date client information across systems like Laserfiche, ShareFile, and Wealthbox, ensuring consistency and easy access for the team.
• Assist in preparing and processing new account and transfer paperwork with oversight, ensuring timely completion.
• Conduct follow-ups for clients regarding pending forms, information, or billing, ensuring no details are overlooked.
• Coordinate advisor scheduling via Calendly, managing client meetings and third-party calls efficiently.
• Manage the filing of Investment Policy Statements (IPS) and maintain related CRM records for accuracy.
• Administer AdvicePay billing for financial planning services, handling invoicing, subscriptions, and client communication with precision.
• Upload and organize documents to secure third-party portals, ensuring compliance with regulatory standards.
• Provide professional client-facing support, including answering phones, greeting clients, and coordinating office visits with hospitality.
• Efficiently handle incoming and outgoing mail, postage, and shipping, maintaining organization.
• Assist in coordinating client events, outreach initiatives, and internal projects that strengthen team cohesion and enhance client service.

SKILLS & EXPERIENCE

COMPENSATION & BENEFITS

This full-time position is based in Newport News, VA, with hybrid flexibility after initial training. Base salary ranges from $48,000 to $70,000, plus up to a 5% bonus and a comprehensive benefits package. We encourage applicants at all experience levels. The posted range reflects the expected scope of the role; compensation may vary based on job-related knowledge, skills, and experience, and may be adjusted to reflect the depth and relevance of experience. Experience in financial planning, banking, law, insurance, or professional services is a plus.

Enjoy Flex Fridays with a Monday-to-Thursday schedule most of the year. Occasional Fridays may be required during busy periods, such as initial training or the Client Meeting Surge (late April to May).

Benefits include 100% firm-paid health insurance for employees (50% for dependents), a 401(k) with 3% automatic contribution and a 50% match up to 5%, paid time off, and professional development support. We offer a collaborative, growth-focused culture with long-term career development and hybrid work flexibility.

WHO WE ARE

Mason & Associates isn't your typical financial planning firm-and we like it that way. We're a second-generation, fee-only RIA with a vision for growth, grounded in client-first service and deep expertise.

We're proud of our roots and excited about what's ahead. We've built a national reputation for serving federal employees through specialized knowledge and strong, lasting relationships. Their unique needs allow us to deliver deeply personalized planning while giving our team the opportunity to master a focused niche. That's why we're building clear paths for financial planners to step into meaningful client-facing roles-supported by mentorship, collaboration, and a culture that shares knowledge freely-so growth happens at a pace that matches each person's skills, ambition, and readiness.

We proudly host the Federal Employee Financial Planning Podcast and have been featured on leading stages such as the Kitces Financial Advisor Success Podcast and XYPN LIVE. Our team includes recognized leaders-Top 40 Under 40 advisors, FPA Chapter Past Presidents, and AICPA honorees-who bring both expertise and vision. Recognized on the prestigious Inc. 5000 list, we're a nationally respected, forward-looking firm with deep roots, bold vision, and an open door for those ready to help shape what's next.

Why Federal Employees Are an Exceptional Niche

Federal employees are among the most mission-driven, high-impact professionals whose work keeps our nation running. Our clients serve in some of the most exciting and respected institutions in the country-the military, the Department of Defense, NASA, the National Institutes of Health, the FBI, and the Drug Enforcement Administration. They're the hidden C-Suite : financially successful, humble, and a pleasure to work with.

Our deep knowledge of federal benefits, TSP, and healthcare means we don't waste valuable client time getting up to speed. Instead, we focus right away on adding value, building trust, and creating strategies that make a real impact. Now more than ever, federal employees need guidance to navigate new retirement opportunities and government changes.