Service and Support Specialist

Carson Group•Omaha, NE

1d•Onsite

About The Position

Serve as a primary point of contact for advisor firms from the earliest stages of transition through ongoing support. Partner with the Transitions team to bridge service and operational gaps, address requests outside the team’s scope, and help ensure a seamless advisor experience. Provide front-line support for multiple departments by managing incoming cases and calls, coordinating internal partners and third-party resources, and guiding requests and service issues through timely resolution. Coordinate projects and office staff training, support the continuous improvement of operational procedures, and monitor service quality, objectives, and timely completion.

Requirements

Proficiency with Microsoft 365 applications, including Word, Access, Excel, PowerPoint, and Outlook required.
Strong customer service skills and commitment to Partner advocacy required.
Strong analytical, research, problem-solving, and issue-resolution skills required.
Strong attention to detail and the ability to manage multiple concurrent priorities with precision required.
Strong planning, organizational, project management, and time management skills required.
Ability to compile, analyze, and present statistics and reports required.
Ability to develop and improve processes and procedures required.
Strong written and verbal communication skills required.

Nice To Haves

Bachelor’s degree in business administration, finance, economics, accounting, or a related field preferred.
Minimum of two years of experience in a service-related position preferred.
Minimum of three years of financial services industry experience preferred.
FINRA Series 7 and Series 66 or Series 65 licenses preferred but not required.
Experience with financial advisor office tools, including Orion, Salesforce, Wealthscape, SAC, Goldman Sachs, eMoney, MoneyGuide, YCharts, iCapital, or similar systems preferred.

Responsibilities

Serve as a primary contact for advisor offices from the earliest stages of transition through ongoing support.
Conduct proactive outreach and maintain professional internal and external communication.
Collaborate closely with advisors and internal partners to resolve service issues.
Partner with the Transitions team to bridge service and operational gaps and manage items outside the team’s scope.
Facilitate communication between advisor offices and Schwab or Fidelity when additional coordination or support is needed.
Provide the sole Service and Support function for Partner offices using Goldman Sachs by receiving requests and working directly with Goldman Sachs on the offices’ behalf through resolution.
Provide front-line support for multiple departments by serving as the initial point of contact and directing requests to the appropriate resources.
Receive, document, manage, and track incoming advisor requests and cases, coordinating follow-up through resolution.
Answer incoming Service and Support calls, document requests accurately, and provide assistance or coordinate follow-up as appropriate.
Delegate tasks and responsibilities to appropriate team members as needed to address requests efficiently.
Assist team members with cases and questions.
Mentor Service Associates and support their professional development.
Partner with the Training team to identify and address the training needs of existing offices.
Collaborate with custodian partners to stay informed of developments and rule changes that must be communicated to Partner offices.
Participate in ongoing training, webinars, and independent learning to maintain current, in-depth knowledge of systems, processes, products, services, custodial account capabilities, and operational application updates.
Adopt and apply best practices to improve service quality and productivity.
Support the development and improvement of operational processes and procedures.
Coordinate projects and monitor quality, objectives, and timely completion.
Perform additional tasks, duties, and responsibilities as needed or assigned by leadership to support departmental and organizational objectives.