BD Customer Experience Specialist I

Principal Financial Group•UNAVAILABLE, UNAVAILABLE

1d•Hybrid

About The Position

As a BD Customer Experience Specialist I, you'll support all needs and questions of business unit, registered representatives, and clients within our Broker Dealer Services space, to ensure information is complete, precise, communicated, and maintained. This role provides daily phone and chat support to financial professionals and clients related to brokerage accounts that hold a wide array of securities. A team member handles their own case load and will respond to questions and resolve problems relating to potential and existing customer accounts, completed trades, money movement, compliance regulations, available products, and industry information. The role also provides phone support related to broker dealer questions on direct held accounts. Phone volumes will have seasonal variance, but a team member can expect to handle approximately 40-50 calls per day. The specialist will provide quality customer service by providing detailed, accurate, and timely communications. Additionally, the role involves providing system assistance and proactively educating financial professionals and clients on software used to enter trades, view accounts, obtain research, and manage portfolios. Encouraging users to learn new functionality and helping them to submit orders through the system is also a key part of the role. Other job-related duties and special projects may be required, including responding to incoming emails from financial professionals and customers.

Requirements

Bachelor’s degree in a business-related field or equivalent experience required.
Customer service, organizational and telephone skills required.
Excellent verbal/written communication skills, including telephone communication experience.
Self-motivated, able to work in a team environment, able to multi-task, detail oriented and able to maintain strict confidentiality guidelines.
Basic computer skills with the ability to efficiently navigate within numerous software and web applications.
Ability to acquire strong knowledge of business unit products, processes, and systems.
Active FINRA Series 6 registration required.

Nice To Haves

Broker Dealer experience is a plus.
Call center experience is preferred but not required.
Series 7 registration preferred.
May be required to work non-traditional hours to meet customer needs.

Responsibilities

Provide daily phone and chat support to Principal Financial Network’s financial professionals and clients related to brokerage accounts that hold a wide array of securities.
Respond to questions and resolve problems relating to potential and existing customer accounts, completed trades, money movement, compliance regulations, available products, and industry information.
Provide phone support related to broker dealer questions on direct held accounts.
Handle approximately 40-50 calls per day.
Provide quality customer service by providing detailed, accurate, and timely communications.
Provide system assistance and proactively educates financial professionals and clients on software used to enter trades, view accounts, obtain research, and manage portfolios.
Encourage users to learn new functionality and help them to submit orders through the system.
Respond to incoming emails from financial professionals and customers.
Perform other job-related duties and special projects as required.