Lillian P. Smith
Stoneham
Summary
Client service manager with 6+ years of experience supporting advisors, high-net-worth clients, and institutional-style portfolios across asset and wealth management platforms. Proven ability to lead service functions, manage escalations, partner with sales and portfolio teams, and build scalable operational models supporting Separately Managed Accounts (SMAs), alternative investments, and complex client structures.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Service Manager
NDVR, Inc.
Boston
10.2022 - Current
- Serve as senior point of contact for advisor and client service escalations across a growing wealth platform supporting complex portfolios, trusts, SMAs, and alternative investments.
- Partner closely with Sales, Portfolio Management, Trading, Legal Compliance, and Engineering to resolve client issues, support onboarding, and execute lifecycle events.
- Lead and coordinate onboarding for complex account structures, including trusts, charitable entities, and multi-account households, ensuring accuracy, compliance, and client satisfaction.
- Design and implement scalable workflows, improving turnaround times, reducing operational risk, and enhancing the client experience.
- Manage fee billing, reporting, and reconciliation across client portfolios, ensuring transparency and operational integrity.
- Lead custodian migration initiatives, managing operational risk, client communications, and cross-team coordination.
- Train and mentor team members, delegate projects, and provide ongoing feedback to improve service quality and consistency.
Senior Client Service Associate
First Republic Investment Management
Boston
11.2021 - 10.2022
- Acted as lead client service associate during a major platform transition, re-onboarding 140 of 283 households with advisor-facing and SMA-style portfolios.
- Served as an escalation point for client service issues, restoring confidence during periods of organizational change.
- Partnered with advisors and internal teams to deliver high-quality service across onboarding, reporting, and ongoing client needs.
- Identified and resolved operational inefficiencies impacting service delivery and advisor support.
- Assisted in growing a billion-dollar book of business.
- Created financial plans for complex households.
Client Service Associate
UBS Financial Services
Boston
07.2018 - 11.2021
- Supported advisor teams servicing high-net-worth clients through managed accounts and SMAs.
- Executed trading, rebalancing, and account-level operational workflows.
- Managed subscriptions and servicing for alternative investment products.
- Produced client and advisor-facing portfolio reports, asset allocation summaries, and performance materials.
Education
Bachelor of Arts - Economics, Finance
Providence College
Providence, RI05-2018
Skills
- Client onboarding and lifecycle management
- Advisor and SMA service models
- Escalation management and issue resolution
- Cross-functional collaboration
- Process design and automotive initiatives
- Advanced Excel (reporting, reconciliations)
- Custodian platforms: Schwab, IBKR, Pershing, UBS
- Client relationship management
- Complex problem solving
- Workflow optimization
- Fee billing management
Certification
FINRA Securities Industry Essentials (SIE)
Hobbies and Interests
- Actively participating in the Abbot World Major Marathons to obtain their six-star medal.
- Instructing boxing bootcamp fitness classes.
- Mentoring students of diverse backgrounds at Year-Up, providing career training guidance.
- Traveling for leisure when not engaged in running activities.
Timeline
Client Service Manager
NDVR, Inc.
10.2022 - Current
Senior Client Service Associate
First Republic Investment Management
11.2021 - 10.2022
Client Service Associate
UBS Financial Services
07.2018 - 11.2021
Bachelor of Arts - Economics, Finance
Providence College