Senior Specialty Operations Professional

Cetera Financial Group•Des Moines, IA

7h•$18 - $25•Hybrid

About The Position

Cetera is currently seeking a Senior Specialty Operations Professional for our team located in Des Moines, IA. This is a unique opportunity to join our team in providing operational support and world-class customer service to our clients. There is potential for this to be a hybrid role based on a successful training period. Core Responsibilities: Producing and Maintaining Advisory Accounts – setting up, providing maintenance, and resolving Advisory Account work items related to Cetera Financial Group’s Advisory Programs. Understanding of the Advisory Operations business and established knowledge around brokerage operations New Accounts, Money Movement, and Maintenance. You will partner with your Operations Lead and/or Team Lead to understand all position requirements and ensure key metrics are achieved and within Service Level Agreements. You will cross train team members with the foundation of the Specialty Operations role. Cross training on Queues and understanding workflows. You will proactively work to identify and resolve potential problems with respect to operational issues. Respond to inquiries from internal as well as external customers via Sales Force, email, mail (if applicable), and phone (if applicable) in a timely fashion. Partner with Internal teams to come to a resolution Handle complex cases that require detailed research as requested on customer accounts, respond on time. Clearly communicate ideas, escalations, and operational awareness to Team Leads, Operations Team Leads, and leadership. Become competent in Docupace, NetX360, Adviceworks, MAA, Salesforce and Smartworks You will complete other duties as assigned. Provide the clients and advisors of our different communities operational support around Financial Planning operations. Learn about our business and develop expertise in BD operations, processing and service as a stepping stone for acquiring additional responsibilities. Responsible for low to mid escalations, partnering with Operations Team Lead and leadership to help resolve. Partner with internal partners such as the Program Manager, AdviceWorks team and compliance. Shared responsibility related to reviewing and completing compliance audit reviews of plans. You will partner with your manager to understand all position requirements and ensure key metrics are achieved. Process daily work items while meeting process requirements, SLA’s and achieving quality metrics. You will partner with other team members to ensure advisors experience consistent, high-quality customer service. You will proactively work to identify and resolve potential problems with respect to operational issues. Respond to inquiries from internal as well as external customers via email, client mail, and phone in a timely fashion. You will perform detailed research as requested on customer accounts and respond on time. First level contact resolution related to escalated Support Center, Inbox and/or SalesForce inquiries for the department. Comply with processes and procedures of the team and regulatory requirements.

Requirements

Ability to multi-task
Flexible and adaptable to change
Strong communication and organizational skills
Positive role model to colleagues
Highly responsive to coaching and training
Independent; able to work and resolve complex issues with minimal guidance
Ability to learn quickly and multi-task effectively in a fast-paced environment
Team player attitude
Energetic and results-oriented
High School Diploma or GED
1 years’ experience in the financial industry
1 years of experience with MS Office tools

Nice To Haves

Bachelor’s degree
Series 99, 6, or 7 licensed
Demonstrated experience delivering excellent problem resolution, organizational and follow-up skills
Ability to multi-task while staying on track with regulatory deadlines, field inquiries, and internal assignments.

Responsibilities

Producing and Maintaining Advisory Accounts – setting up, providing maintenance, and resolving Advisory Account work items related to Cetera Financial Group’s Advisory Programs.
Understanding of the Advisory Operations business and established knowledge around brokerage operations New Accounts, Money Movement, and Maintenance.
Partner with your Operations Lead and/or Team Lead to understand all position requirements and ensure key metrics are achieved and within Service Level Agreements.
Cross train team members with the foundation of the Specialty Operations role.
Cross training on Queues and understanding workflows.
Proactively work to identify and resolve potential problems with respect to operational issues.
Respond to inquiries from internal as well as external customers via Sales Force, email, mail (if applicable), and phone (if applicable) in a timely fashion.
Partner with Internal teams to come to a resolution
Handle complex cases that require detailed research as requested on customer accounts, respond on time.
Clearly communicate ideas, escalations, and operational awareness to Team Leads, Operations Team Leads, and leadership.
Become competent in Docupace, NetX360, Adviceworks, MAA, Salesforce and Smartworks
Complete other duties as assigned.
Provide the clients and advisors of our different communities operational support around Financial Planning operations.
Learn about our business and develop expertise in BD operations, processing and service as a stepping stone for acquiring additional responsibilities.
Responsible for low to mid escalations, partnering with Operations Team Lead and leadership to help resolve.
Partner with internal partners such as the Program Manager, AdviceWorks team and compliance.
Shared responsibility related to reviewing and completing compliance audit reviews of plans.
Partner with your manager to understand all position requirements and ensure key metrics are achieved.
Process daily work items while meeting process requirements, SLA’s and achieving quality metrics.
Partner with other team members to ensure advisors experience consistent, high-quality customer service.
Proactively work to identify and resolve potential problems with respect to operational issues.
Respond to inquiries from internal as well as external customers via email, client mail, and phone in a timely fashion.
Perform detailed research as requested on customer accounts and respond on time.
First level contact resolution related to escalated Support Center, Inbox and/or SalesForce inquiries for the department.
Comply with processes and procedures of the team and regulatory requirements.