Sr. Client Support Associate

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Job description

The Engagement Teams serve as one of the primary points of contact for our financial professionals and their office staff. The Sr. Client Support Associate plays a critical role as a partner to our Elite financial professionals. This position requires a self-motivated individual with critical-thinking skills, the ability to work in a fast-paced, evolving, high-volume team-driven environment, and demonstrate excellent customer service skills.

This role will be responsible for, but not limited to the following:

• Provide support to financial professionals with all aspects of their business. Including, but not limited to:
• Responding to questions regarding brokerage operations, advisory accounts, direct business, etc.
• Act as a liaison between the office and multiple functional departments including brokerage ops, commission accounting, advisory, licensing, etc.
• Provide support with the navigation, usage, and adoption of various systems, tools, and resources.
• Provide "first-call resolution" wherever possible and own the issue until it is completely resolved.
• The Sr, Client Support Associate will successfully engage and build relationships with the financial professionals and staff they support; in order to identify proactive opportunities for efficiencies and best practices.
• Maintain minimum call handling requirements and utilize a CRM (Customer Relationship Management) system to accurately record and track calls and follow-up
• Accept accountability for team goals and processes.

What you need to have:

• 3-5 years of experience in the brokerage industry or 5 years of work experience in a financial setting
• Series 7 or 99 license required or ability to obtain within 90 days
• 2+ years of experience working in a client-service call center environment
• 2+ years' experience being computer proficient - Familiar with Microsoft Office Programs, Internet, and basic office equipment.
• Superior client service skills.
• Superior communication skills - Communicates courteously, professionally, and effectively in a variety of ways with a diverse audience, including use of good grammar.
• Flexible and adaptable - Expects and embraces change.
• Team player with great initiative, excellent judgement, innovative and experience facilitating tasks that may be outside their daily course of business
• Energetic - Leads and energizes their peers
• Creative problem solver - Takes ownership of issues; assesses customer's needs and offers appropriate solutions.
• Experience handling multiple tasks and deadlines simultaneously
• Flexibility for team member coverage, projects or other tasks that may require a variation in a standard working schedule

Really catch our eye with:

• Bachelor's degree in Finance, Accounting or Business
• Experience with financial systems such as NetX360, Envestnet, Docupace, SalesForce, RedTail, etc.
• Experience working in a virtual environment

Our top performers share the following traits:

• Genuinely empathetic and a people person - Shows sincere concern for their customer's needs, able to build rapport with each customer, and finds joy in providing outstanding service
• Hungry for outstanding personal success and achievement - Always driving towards superior quality and results
• Positive role model to colleagues; team player mentality
• Passion for providing a world class customer service experience to clients

What we give you in return:

Our competitive Health program offers a comprehensive benefits package that supports healthy lifestyles, preventative care and helps to protect against hardship. Our retirement plan offers our employees the opportunity to plan ahead for a strong financial future well beyond their working years.

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Supplemental Pay:

• Bonus pay

Application Question(s):

• Do you currently have or have you had the following licenses: Series 63, 65, 66, 7 or 9?

Education:

• High school or equivalent (Preferred)

Experience:

• Salesforce: 1 year (Preferred)
• Leadership: 3 years (Required)

Work Location:

• One location

Work Remotely:

• Yes