Senior Service Specialist - Finance

Edward Jones

12d

About The Position

The Senior Service Specialist supports Edward Jones branch offices by responding to calls and written requests from branch associates about compensation and related financial topics, including commissions, profitability, bonuses, payroll, and expenses. The role spends considerable time answering calls and provides friendly, reliable support while meeting call-quality and efficiency expectations. The specialist independently researches and resolves detailed, complex questions, demonstrates mastery of the department’s supported topics, and understands applicable industry laws and regulations. The role also collaborates with teammates and other areas, may represent the department in projects and stakeholder roles, assists with workflow management, and can take on leadership duties when a leader is absent. Mentoring and coaching associates through the assist line, escalations, and department training are also part of the position. Candidates who live within commuting distance of the Tempe, Arizona, or St. Louis, Missouri, home office locations are expected to work in the office four days per week.

Requirements

Strong verbal and written communication skills.
Excellent problem-solving skills.
Ability to multitask, prioritize, and work independently in a fast-paced environment.
Organizational and time-management skills.
Workflow-management skills.
Coaching skills.
Advanced analytical and research skills.

Nice To Haves

Prior customer service experience, preferably 3–5 years.
Technical aptitude.
Bachelor’s degree in business or a related field, or equivalent experience.

Responsibilities

Answer incoming calls and written requests from branch associates about compensation topics, including commissions, profitability, bonuses, payroll, and expenses.
Respond to requests related to branch expenses, including Financial Advisor compensation.
Work independently with branch associates to research and solve problems.
Partner with team members to provide support as needed.
Provide branch associates with information, friendly support, and reliable solutions.
Meet call-quality and efficiency expectations.
Understand applicable industry laws and regulations.
Participate in monthly department meetings and periodic training sessions.
Demonstrate mastery of department-supported topics to research detailed and complex questions.
Represent the department in projects and stakeholder roles as needed, collaborating with other areas.
Assist the leader with workflow management and act in a leadership capacity when the leader is absent.
Mentor and coach through the assist line, escalations, and department training as needed.

Benefits

Medical and prescription drug coverage.
Dental insurance.
Vision insurance.
Voluntary benefits, including accident, hospital indemnity, and critical illness coverage.
Short- and long-term disability coverage provided at no cost to associates.
Basic life and AD&D coverage provided at no cost to associates.
401(k) retirement plan.
Health savings account.
Flexible spending account.
Ten paid holidays.
15 days of vacation for new associates beginning on January 1 of each year.
Sick time and personal days.
Paid day for volunteerism.
Associates may be eligible for bonuses and profit sharing.
Employee Assistance Program.