Senior Service Professional
About The Position
Cetera is seeking a Senior Service Professional to join its MVP Service Experience team in Coppell, Texas. The role provides operational support and customer service to advisors, their teams, and clients. It is hybrid, with 2–3 days per week in the office, and candidates must be located near the Coppell hub. The hours of operation are 6:30 a.m. to 5:00 p.m. MST. The Senior Service Professional serves as a primary point of contact for advisors’ clients, guiding requests from initial contact through resolution. The role handles questions about brokerage operations, advisory accounts, and direct business, including new account setup, transactions, and servicing needs. It also involves using a CRM to document and track requests, training clients, advisors, and peers, and assisting with complex cases and escalations.
Requirements
- High school diploma or GED.
- At least 1 year of applicable experience.
- At least 1 year of experience with MS Office tools.
- Comfort working with AI-powered tools and technology.
- Strong communication, organizational, analytical, listening, and follow-up skills, with attention to detail.
- Ability to multitask and adapt to change in a fast-paced environment.
- Courteous and empathetic approach to client concerns.
- Positive role model and team-player attitude.
- Energetic, results-oriented approach and a passion for providing a high level of customer service.
Nice To Haves
- Prior experience processing financial transactions such as journals, distributions, and check requests.
- Call center experience.
- Demonstrated experience delivering excellent problem resolution, organizational, and follow-up skills.
- Familiarity with Schwab, Fidelity, or Pershing, and systems such as Orion and Envestnet.
- SIE or other FINRA licensing.
Responsibilities
- Build meaningful relationships with advisors, their teams, and clients.
- Serve as the primary point of contact for advisors’ clients and guide them through requests from inception to resolution.
- Address questions about brokerage operations, advisory accounts, and direct business, including new account setup, transactions, and servicing requirements.
- Support advisors and use technology to improve their productivity and results.
- Use the CRM tool to record and track service requests and ensure prompt, accurate follow-up.
- Provide in-person or virtual training to clients and advisors.
- Train peers on complex topics as needed.
- Assist with complex cases and escalations from Service Professionals.
Benefits
- Competitive performance-based bonus.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
