Senior Service Professional

Cetera Financial Group•Dallas, TX

3d•Hybrid

About The Position

Cetera is seeking a Senior Service Professional to join its Advisor Support team in Dallas, Texas. This hybrid role provides operational support and customer service to clients and advisors. Candidates must be located near the Coppell, Texas hub. The role serves as a primary contact for advisors’ clients, offering guidance from initial inquiry through resolution. It handles questions about brokerage operations, advisory accounts, direct business, new-account setup, transactions, and servicing requirements. The Senior Service Professional also supports advisor productivity using technology, records and tracks service requests in a CRM, provides training to clients, advisors, and peers, and assists with complex cases and escalations. The position requires a high level of comfort with AI-powered tools and technology, strong communication and organizational skills, attention to detail, analytical thinking, adaptability, and a commitment to empathetic, high-quality customer service. The role requires a high school diploma or GED, at least one year of applicable experience, and one year of experience with MS Office tools. Experience processing financial transactions is highly desirable. No travel is required. Compensation is a base annual salary of $28.85–$36.05, plus a competitive performance-based bonus; the posting notes that the base salary depends on factors including skills, experience, certifications, and location.

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 and listening skills.
Organizational skills and attention to detail.
Analytical thinking and ability to multitask.
Ability to adapt to change in a fast-paced environment.
Courteous and empathetic approach to client concerns.
Positive role model and team-oriented 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, organization, and follow-up.
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 from initial contact through resolution.
Answer questions about brokerage operations, advisory accounts, and direct business, including new-account setup, transactions, and servicing requirements.
Provide exceptional support to advisors and use technology to help optimize their productivity and results.
Use the CRM tool to document and track service requests and ensure prompt, accurate follow-up.
Provide in-person or virtual training to clients and advisors.
Use experience to train peers on complex topics as needed.
Assist with complex cases and escalations from Service Professionals.