Manager, Service Experience
About The Position
Cetera is currently seeking a supervisor to become a valued member of our Advisor Support team. The focus of this role is to help the team deliver exceptional experiences for our Advisors by providing hands-on high-touch service and support. The team will provide phone support, and handle advisor emails and online requests. We value individuals with a proactive mindset, emphasizing ownership and resolving issues. We are currently seeking a Supervisor of Service Experience to add to our team in one of our office hubs. This position is a hybrid role, 2-3 days in office for one of the following office locations: Dallas, TX | El Segundo, CA | Des Moines, IA | or St. Cloud, MN.
Requirements
- Experience in customer service or operations.
- Experience in the financial industry.
- Experience leading a team.
- Proficiency in Microsoft Office suite.
- Strong verbal and written communication.
- A friendly and professional demeanor.
- Ability to work quickly under pressure and self-motivated.
- Licensing (SIE or other FINRA Licensing i.e. Series 7, Series 66, Series 63/65).
- High School diploma or equivalent.
- 5 years of related experience in financial service.
- 1 year of supervisory or team leadership experience.
Nice To Haves
- Bachelor’s degree.
- Prior experience working in an advisor office.
- Familiarity with Schwab, Fidelity or Pershing in systems like Orion and Envestnet.
Responsibilities
- Cultivating one-on-one relationships with Advisors and their staff.
- Supervise the team that will be acting as the primary point of contact for our advisor offices. Team members will be taking ownership of their inquiries from initiation to resolution, through phone and/or email.
- Handling a variety of topics, including assistance with new account openings, trading accounts, money movement transactions, account billing, and account performance reporting.
- Handle escalations of complex cases.
- Provide support to our advisors with our key technologies.
- Utilizing the Salesforce CRM tool to accurately record and track service requests, ensuring accurate follow-up.
- Providing development and daily task coaching to their respective team.
- Provide training to teams as necessary.
- Monitor team key performance and metrics reporting.
- Participate in the hiring process for new associates on their team.
- Other duties as assigned.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
