Premier Support Advocate

Orion•Omaha, NE

3h•$49,034 - $66,688•Hybrid

About The Position

About this Opportunity: As an Advocate I, you will be responsible for maintaining high standards of customer service to assigned clients of Orion. This position will work closely with other service team members to ensure the services received by the client are accurate based on the contract terms. The primary objective of this job is to facilitate the advisor moving from a customer to a promoter of Orion’s technology and service. As we continue to evolve and live our Orion values, we are looking for someone to grow with us. For External Candidates: Candidates must work in-office at one of the following locations for at least 3 days per week: Omaha, NE; Berwyn, PA or Lehi, UT. For Internal Candidates: A ll internal employees, regardless of their current work arrangement (remote or in-office), are encouraged to apply. In this role, you’ll get to: Respond to all client questions and issues received by phone, email, chat or letter in a complete and quick manner and act as single point of contact for assigned clients Analyze client requests and deduce and explore possible solutions or forwards request on to appropriate department following-through until resolution Maintain, update and execute "Client Reference Guides" to ensure each client's needs are met. In addition, regularly confirm the reference guide is meeting client expectations directly with operational contacts Train advisors, as needed, on available Orion system technology capabilities Counsel advisors regarding best practices, policies and procedures, as well as provide advice on how to handle situations encountered or requests Act as a technology consultant to ensure advisor is fully utilizing Orion technology to support their business requirements Ensure advisor is trained and made aware of new technology requirements, including reviewing each technology release in depth with the advisor Plan, coordinate, and lead home office visits of assigned clients Support advisor by training on best practices for maintaining and executing quarter-end processes Support the execution of customized business processes for the advisor Work with product managers and developers to complete functional specs for projects and submit those projects for development Keep advisor informed throughout the development process Test and verify technology works properly and then verify and certify it works to the client’s expectations Act as project manager on non-technical projects. Work with SME & Analyst teams to support multi-team projects keeping the advisor informed throughout the process

Requirements

Has a minimum of a high school diploma
Possess an associate’s or bachelor's degree in business administration or related field
Has a minimum of 2 years of experience working with Orion technology
Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

Responsibilities

Respond to all client questions and issues received by phone, email, chat or letter in a complete and quick manner and act as single point of contact for assigned clients
Analyze client requests and deduce and explore possible solutions or forwards request on to appropriate department following-through until resolution
Maintain, update and execute "Client Reference Guides" to ensure each client's needs are met. In addition, regularly confirm the reference guide is meeting client expectations directly with operational contacts
Train advisors, as needed, on available Orion system technology capabilities
Counsel advisors regarding best practices, policies and procedures, as well as provide advice on how to handle situations encountered or requests
Act as a technology consultant to ensure advisor is fully utilizing Orion technology to support their business requirements
Ensure advisor is trained and made aware of new technology requirements, including reviewing each technology release in depth with the advisor
Plan, coordinate, and lead home office visits of assigned clients
Support advisor by training on best practices for maintaining and executing quarter-end processes
Support the execution of customized business processes for the advisor
Work with product managers and developers to complete functional specs for projects and submit those projects for development
Keep advisor informed throughout the development process
Test and verify technology works properly and then verify and certify it works to the client’s expectations
Act as project manager on non-technical projects. Work with SME & Analyst teams to support multi-team projects keeping the advisor informed throughout the process