Service Escalation Specialist

Cetera • San Diego, CA

3d • Hybrid

About The Position

The Service Escalation Specialist serves as the primary strategic liaison for
complex Service and Operations escalations within an assigned Regional Growth
Team. This role requires independent evaluation of issues, application of
specialized knowledge, and the ability to exercise discretion and judgment in
resolving high impact service matters. This role is hybrid and requires being in
our Dallas, TX office 2-3 days a week.

Requirements

• Minimum of 1 year of experience in Service, Sales Support, and/or Relationship Service roles, with exposure to complex case handling or operational decision making
• Advanced working knowledge of AdviceWorks and related operational systems
• 2+ years of experience in service, operations, or a related advisory support function
• Strong analytical and problem solving skills, with the ability to exercise sound judgment in ambiguous or high pressure situations
• Demonstrated ability to manage competing priorities and independently drive issues to resolution
• Bachelor’s Degree or equivalent professional experience

Nice To Haves

• SIE and Series 7 Licensing (Preferred)

Responsibilities

• Act as the designated point of contact and subject matter expert for STTO related escalations across assigned Regional Growth Teams, ensuring consistent, high quality resolution strategies.
• Apply professional judgment to assess, prioritize, and resolve complex escalated cases, taking full ownership from intake through final resolution.
• Conduct proactive analysis of open cases to identify emerging risks, prevent potential escalations, and recommend corrective actions.
• Evaluate escalated matters holistically, determining the appropriate course of action and coordinating cross functional resources as needed.
• Provide expert level support across a broad scope of service areas, including: o AdviceWorks platform guidance o NIGO and operational issue resolution o Expedited processing oversight o Complex service needs requiring specialized review o ABR and Operations coordination
• Ensure escalated cases are resolved in alignment with established service levels, while exercising discretion to adapt solutions to unique or sensitive situations.
• Monitor and influence pod aligned KPIs related to retention, OSAT, and TNPS, using insights to drive continuous improvement.
• Identify at risk Advisors and promptly elevate critical service or operational concerns to the Advisor Experience Specialist for strategic intervention.
• Capture and synthesize feedback to support ongoing enhancement of the Service Journey and operational processes.

Benefits

• Inclusive health, dental, vision and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship.
• Easy access to mental health benefits to meet our team members and their families where they are.
• 20 plus days of paid time off (PTO), paid holidays, and 2 paid wellness days to give our employees the time they need to stay close with their loved ones, recharge, and give back to their communities.
• 401(k) Savings plan with a generous company contribution (up to 5%), and access to a financial professional to offer our employees the opportunity to plan-ahead for a strong financial future well beyond their working years.
• Paid parental leave to support all team members with birth, adoption, and foster.
• Health Savings and Flexible Spending Account options to help you save money on healthcare, daycare, commuting, and more.
• Employee Assistance Program (EAP), LifeLock, Pet Insurance and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees