Service Experience Liaison

Cambridge Investment Research, Inc. • Phoenix, AZ

4d • $60,000 - $80,000 • Hybrid

About The Position

We are looking for a dynamic, adaptable, and relationship-driven individual to join our Service Experience Maple team. This role is ideal for someone who thrives in a fast-paced environment and enjoys thinking outside the box to solve problems and improve service delivery. As a Service Experience Relationship Liaison, you'll be at the forefront of creating meaningful connections with our financial professionals and administrative staff. Your ability to juggle multiple priorities, communicate clearly, and respond proactively will play a critical role in elevating the overall client experience. This position offers variety, autonomy, and the opportunity to influence change—perfect for someone who excels without rigid structure and embraces pivoting to meet evolving needs.

Requirements

• The ideal candidate will have an intermediate level of experience experience in operational relationship management and should be comfortable switching gears frequently, managing a diverse range of tasks and responsibilities.

Responsibilities

• Build and maintain positive, trust-based relationships with financial professionals and administrative staff by understanding their unique needs and delivering creative solutions.
• Proactively communicate changes, potential concerns, and process updates to ensure smooth operations and optimal client satisfaction.
• Plan and forecast workload volume related to transitioning financial professionals; coordinate across departments to ensure readiness and alignment.
• Serve as a go-to expert on internal and clearing firm policies and procedures; clearly communicate this knowledge to clients and internal teams.
• Collaborate with internal partners and clearing firms to develop and refine procedures, tools, and templates that improve operational efficiency.
• Investigate and resolve complex service issues; track open cases and ensure timely resolution.
• Act as an escalation point for difficult situations, using critical thinking to troubleshoot and resolve challenges independently.
• Train and mentor team members, supporting their development in industry knowledge and best practices.
• Lead and coordinate projects within the department, ensuring they meet deadlines and exceed client expectations.
• Foster collaboration by working closely with other liaisons and teams across the organization to share insights and best practices.
• Represent the company during on-site visits and meetings with financial professionals and their staff, as needed.

Benefits

• Our comprehensive benefits package is designed to support your health, well-being, and work-life balance.
• We offer paid time off, paid holidays and floating holidays, medical, dental, and vision coverage, short- and long-term disability, and company-paid life insurance.
• Associates also enjoy volunteer time off, wellness incentives, and additional benefits that support you both personally and professionally.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees