Senior Service Professional
About The Position
Cetera is seeking a Senior Service Professional to join its Advisor Support team. This hybrid position is based near the Coppell, Texas hub and provides operational support and customer service to advisors, their teams, and clients. The role acts as a primary contact for advisor clients, guiding service requests from initial inquiry through resolution. It supports brokerage operations, advisory accounts, direct business, account setup, transactions, and other servicing needs, while using CRM and other technology to track requests and improve service. The position also provides training to clients, advisors, and peers, and assists 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, multitasking, and listening skills.
- Attention to detail and 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 passion for providing a high level of customer service.
- Licensing, if applicable.
Nice To Haves
- Prior experience processing financial transactions such as journals, distributions, and check requests.
- Call center experience.
- Demonstrated experience with 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 requests through successful resolution.
- Respond to questions about brokerage operations, advisory accounts, and direct business, including account setup, transactions, and servicing requirements.
- Provide advisors with support and use technology to help optimize their productivity and achievements.
- Use the CRM tool to record and track service requests and ensure prompt, accurate follow-up.
- Provide in-person and virtual training to clients and advisors, and train peers on complex topics as needed.
- Assist with complex cases and escalations from Service Professionals.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Mental health benefits
- 20+ days of paid time off
- Paid holidays
- Two paid wellness days
- 401(k) savings plan with company contribution up to 5%
- Paid parental leave
- Health Savings Account and Flexible Spending Account options
- Employee Assistance Program
- Identity theft protection through LifeLock
- Pet insurance
- Paid caregiver leave
- Other voluntary benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
