How GWS Structures Our Client Care Teams

Christina Shockley, JD, CFP ®, Chief Planning Officer

When Gatewood Wealth Solutions went independent in 2019, it offered us the opportunity to make our own decisions as a firm when it came to how we cared for our clients — from the technology we used to the services we offered.

As Chief Planning Officer, this was a very exciting time for me. I worked closely with our Founder, John Gatewood, and the rest of the leadership team to carefully craft a Client Care structure that suited our clients’ needs. To me, this structure is one of our most important differentiators in the market.

What Do We Mean by “Team Structure?”

The phrase “team structure” can be used in reference to a number of team configuration. But to us, “team structure” refers to a true ensemble structure in which all teams work under the same roof to serve our clients. To accomplish this, we carefully divided our clients according to financial life complexity into three groups: Private Client Care (ultra-high net worth, ultra-high financial complexity), Client Care Plus (high net worth, high financial complexity), and Client Care (average net worth and financial complexity).

Within those segments, we designated specific Client Care teams to serve a particular number of families, so they could familiarize themselves with precisely what typical client needs are within those segments.

Finally, regardless of segment, each of our Gatewood Wealth Solution client families has their own Client Care team with four specific roles included.

Every client family is assigned a Lead Advisor, Service Advisor, a Support Associate and a Portfolio Analyst. We intentionally structured our team this way, so that no financial plan or investment portfolio is ever reliant on just one person. If something ever happened to one of the advisors — whether retirement, promotion, death, or any other unforeseen circumstance — there would always be another team member familiar with the client's goals, objectives and moving pieces.

Below is a breakdown of each role, what the responsibilities are, and why we structured them this way. While we have listed all individuals in their respective positions below, please be sure to check from GWS for a full breakdown of exactly who is on your client care team.

With this Client Care team structure, you can be confident we’re proactively watching out for financial needs — and you’ll know exactly whom to go to with your questions. We’re proud of our team and confident in their ability to provide you with a high quality experience. We do always welcome feedback, so feel free to share any ideas or feedback with your Lead Advisor.

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