Client Services Specialist

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Job description

CLIENT SERVICES SPECIALIST

Position Summary :

Actively participate in the goal of Client Services, which is to ensure Client Services delivers the highest level of service to all its stakeholders - Broker/Dealers, Financial Professionals and investors. Strengthen and maintain key external relationships - DST, specific Broker/Dealer back offices, Custodians, Clearing Firms, and Issuers. Work as a team to foster an environment that leads to success. This position will offer a flexible working arrangement (hybrid of office and remote working days).

The primary job responsibilities are to answer incoming Financial Professional calls and correspondence. Trouble-shoot and resolve escalated service delivery issues. Assist as content expert and liaison to internal departments, Issuers, Custodians, Clearing Firms and our transfer agent (TA).

Job Requirements:

Primary Job Functions:

• Answer incoming financial advisor calls.

• Conduct outbound research and problem resolution calls.

• Assist with escalated investor calls, as needed, that involve complex issues, research and resolution

• Assist with trouble shooting service delivery issues, e.g. Website login difficulties, busy signals on queue, etc.

• Help to ensure timely answering of callbacks of queue voice mail messages, Salesforce cases requests, and TA requests, including any follow up.

• Assist as back-up liaison and content expert to TA for outsourced investor calls.

• May act as a contact/liaison to CCM departments, Issuers, Broker/Dealers, Custodians, Clearing Firms, and TA.

• Keep current with policy changes, details of Issuer events, Issuer filings, etc.

• Positively influence department associates towards end goal of Client Services.

• May act as Subject Matter Expert, SME, for complex processes or body of information that is necessary for answering incoming calls, handling escalated investor issues, making efficient outbound research-oriented calls or completing written requests.

• Recognize escalated issues and situations and notify, as appropriate, the designated Sales department associate for their follow up, providing key, detailed information.

• Educate caller on advantages of using the cnlsecurities.com and Issuer and Vision websites and provide assistance on how to login and other functionality.

• May participate in department, cross-company, and cross-department projects and be responsible for deliverables as required.

• Identify gaps in and exhibit continuous improvement mindset of customer service delivery process and communication.

Required Competencies:

• Excellent interpersonal skills - establishing, maintaining, and improving key relationships within CNL, with the Broker/Dealer community, with custodians and clearing firms and with the TA.

• Excellent written and oral communication, especially telephone skills

• Ability to add value and act cohesively in a team environment

• Consistent initiative; Proactive and solution-oriented

• Flexible and change-oriented

• Demonstrated professionalism

• Ability to both responsibly receive and provide instruction and constructive feedback

• Detail orientated

• Proactive, cause and effect thinker

• Well-developed problem solving and analytical thinking skills; detail-oriented

• Quick learner and teachable

• Strong organization skills and multi-task orientated

• Ability to handle confidentiality of company information

Strong computer skills using Microsoft Office Products, Internet, and Salesforce

Education & Experience:

• 4+ years of phone customer service experience and/or call center experience required

• 4 year college degree (finance/business preferred) or equivalent experience preferred

• 2 years of financial services experience preferred

• Experience working with FINRA broker/dealer firms preferred

Work Schedule:

• Full-time, 8:30 a.m. to 5 p.m.