Service Success Specialist

Advisor Group•Scottsdale, AZ

10d•Hybrid

About The Position

The position’s primary responsibility is to serve as the main point of contact for Advisor Support Service Professionals by addressing procedural questions and resolving issues received through on-site interactions, calls, emails, and chat requests. This position is also responsible for escalating service requests to the appropriate department and following through on the accurate completion of the request. Additional responsibilities include backing up advisor-facing queues, identifying coaching, training and content management opportunities and providing feedback to management as appropriate.

Requirements

Bachelor’s degree preferred, high school diploma (or equivalent) in combination with significant practical experience will be considered in lieu of degree. A minimum high school diploma or equivalent is required.
1 – 2 years of experience in the Osaic Advisor Support team or other related areas of the firm
2 to 3 years of previous industry experience.
Knowledge of general securities industry practices, procedures, and terminology
Provide a high level of customer service by anticipating and meeting the needs of Financial Professionals and internal staff members
Identify process issues and initiate quality improvement process activities
Demonstrate strong communication skills by projecting a positive, professional attitude with co-workers, Financial Professionals, and various business contacts in person, in written communications and over the telephone
Ability to make independent decisions considering risk and best interest of Financial Professional and specific Broker Dealer

Nice To Haves

Advanced knowledge of eQuipt
FINRA Licensed
Experience with Excel

Responsibilities

Act as a primary contact for Advisor Support Service Professionals on questions and daily issue resolution through all contact channels
Provide onsite/in-person support for service professionals in hub locations
Taking escalated calls from Financial Professionals as needed.
Research escalated problems utilizing all resources available.
Coordinate with internal departments or external companies to resolve issues and close the loop with Financial Professionals
Provide backup support to Advisor Support by taking phone calls, answering emails or chats during high volumes
Consistently meet and maintain department quality/productivity and CSAT metrics
Maintain and communicate information relative to industry or procedural items and act as a subject matter expert in that area
Capture type of interactions being handled in order for the team to identify trends and coaching opportunities for individuals and/or overall Advisor Support employees
All other duties as assigned.