Advisor Experience Specialist

Cetera • Dallas, TX

9h • Hybrid

About The Position

The Advisor Experience Specialist (AES) is responsible for managing the advisor experience within the Regional Growth Team by providing relationship-driven escalation resolution and efficiency consultation to financial advisors, practices and firms in the assigned Region. Responsible for quarterbacking advisor escalations across enterprise functions and key contacts, routing and following issues to ensure and deliver resolution and adherence to issues within service level agreements.

Requirements

• 3+ years of experience in service, sales support, client relationship management, or a related customer-focused role.
• Exceptional verbal and written communication skills, with the ability to convey information clearly, professionally, and concisely to both internal partners and external firms/advisors.
• Strong time management and organizational skills, with the ability to plan, prioritize, and execute work efficiently in a fast-paced environment.
• Proven ability to manage multiple requests simultaneously, assess urgency and impact, and prioritize tasks to meet deadlines and service expectations.
• High attention to detail and follow-through, ensuring accuracy, consistency, and timely resolution of requests and escalations.
• Demonstrated problem-solving skills, with the ability to exercise sound judgment, adapt to changing priorities, and proactively identify solutions.

Nice To Haves

• SIE and Series 7
• Bachelor’s Degree

Responsibilities

• Work with advisors, practices and firms to drive adoption of AdviceWorks tools and technology.
• Align and deploy internal resources, coaching, training & direct support to address identified productivity gaps.
• Responsible for driving efficiency with advisors, practices and firms to reduce escalations, lower NIGO, and increase AdviceWorks adoption.
• Receive & escalate and/or route advisor service and support issues across STTO, Case Management, Supervision, Compliance, Products, Commissions, Trading, Licensing & Registration and other applicable teams for issues not resolved through normal service channels.
• Work in the SalesForce environment to log and track activities, cases and escalations as well as create reports.
• Provide updates on issue resolution to Growth Team and Advisor(s) / Firm(s) involved.
• Responsible for managing SLAs, ticketing system status and ticketing issues that come from advisors through the Regional Growth Team for resolution.
• Works directly with a dedicated Service Officer SES for all service and operations escalations that are more complex in nature.

Benefits

• Inclusive health, dental, vision and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship.
• Easy access to mental health benefits to meet our team members and their families where they are.
• 20 plus days of paid time off (PTO), paid holidays, and 2 paid wellness days to give our employees the time they need to stay close with their loved ones, recharge, and give back to their communities.
• 401(k) Savings plan with a generous company contribution (up to 5%), and access to a financial professional to offer our employees the opportunity to plan-ahead for a strong financial future well beyond their working years.
• Paid parental leave to support all team members with birth, adoption, and foster.
• Health Savings and Flexible Spending Account options to help you save money on healthcare, daycare, commuting, and more.
• Employee Assistance Program (EAP), LifeLock, Pet Insurance and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees