Digital Experience Consultant

Cambridge Investment Research, Inc.•Phoenix, AZ

1d•Hybrid

About The Position

The Digital Experience Consultant plays a key role in delivering exceptional support to financial professionals and their clients by resolving system-related issues, providing guidance on digital tools, and ensuring seamless access to company platforms. This position serves as a trusted resource for both internal teams and external partners, helping users navigate systems, troubleshoot access concerns, and maintain secure, efficient use of technology. In this role, the Digital Experience Consultant provides direct support via phone and other service channels, assisting with password resets, access management, and system navigation. The position also supports operational needs through accurate data entry and processing of required paperwork. Success in this role requires strong technical aptitude, attention to detail, and the ability to clearly communicate solutions while collaborating with cross-functional teams to deliver a smooth and reliable digital experience for financial professionals and their clients. The ideal candidate is a service-oriented professional who enjoys helping others solve problems and navigate technology with confidence. They combine strong communication skills with technical curiosity and the ability to quickly learn and support multiple systems.

Requirements

strong technical aptitude
attention to detail
ability to clearly communicate solutions
ability to collaborate with cross-functional teams
service-oriented professional who enjoys helping others solve problems and navigate technology with confidence
strong communication skills
technical curiosity
ability to quickly learn and support multiple systems

Responsibilities

Analyze customer concerns to identify root causes and provide timely, effective resolutions, ensuring a high level of satisfaction.
Actively listen to customer needs and deliver clear, accurate solutions tailored to each inquiry.
Maintain deep knowledge of company products, services, and technology platforms to support issue resolution and customer education.
Deliver real-time training to financial professionals on systems, procedures, and best practices supported by the department.
Respond to technology-related inquiries from financial professionals, associates, and management, supplying information and troubleshooting as needed.
Communicate company policies and procedures clearly to internal and external stakeholders, escalating potential compliance concerns to management.
Collaborate with internal teams and clearing firms to develop and refine procedures that improve service efficiency and effectiveness.
Serve as a go-to expert for resolving escalated or complex issues, fostering trust and loyalty among financial professionals.