Senior Service Professional

Cetera•Dallas, TX

12d•$29 - $36•Hybrid

About The Position

Cetera is seeking a Senior Service Professional for its MVP Service Experience team in Coppell, Texas. This hybrid role requires working in the office 2–3 days per week, and candidates must be located near the Coppell hub. The hours of operation are 6:30 a.m. to 5:00 p.m. Mountain Standard Time. No travel is required. The role provides operational support and customer service to advisors, their teams, and clients. The Senior Service Professional serves as a primary point of contact for clients, guiding service requests from intake through resolution. The position handles questions about brokerage operations, advisory accounts, and direct business, including new account setup, transactions, and servicing requirements. It also supports advisors using technology, records and tracks requests in a CRM, provides training to clients, advisors, and peers, and assists with complex cases and escalations. The minimum qualifications are a high school diploma or GED, one year of applicable experience, and one year of experience with MS Office tools. Applicable licensing is required if relevant. Compensation is a base annual salary range of $28.85–$36.05, plus a performance-based bonus; salary depends on factors including skills, experience, certifications, and location. For full-time roles, Cetera offers a benefits package that includes health, dental, vision, and life insurance; mental health benefits; 20+ days of PTO, paid holidays, and two paid wellness days; a 401(k) savings plan with company contributions up to 5%; paid parental and caregiver leave; health savings and flexible spending accounts; an Employee Assistance Program, identity theft protection, pet insurance, and other voluntary benefits.

Requirements

High school diploma or GED.
One year of applicable experience.
One year of experience with MS Office tools.
Applicable licensing, if required for the role.
Comfort working with AI-powered tools and technology.
Strong communication, organization, and listening skills, with attention to detail and analytical thinking.
Ability to multitask and adapt to change in a fast-paced environment.
Courteous, empathetic approach to client concerns.
Positive role model and team-player attitude; energetic and results-oriented.
Passion for providing a high level of customer service.
Prior experience processing financial transactions such as journals, distributions, and check requests is highly desirable.

Nice To Haves

Call center experience.
Demonstrated 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, providing guidance and taking responsibility for service requests from inception through resolution.
Address questions about brokerage operations, advisory accounts, and direct business, including new account setup, transactions, and servicing requirements.
Support advisors and help optimize their productivity using technology.
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, and train peers on complex topics as needed.
Assist with complex cases and escalations from Service Professionals.