Tier 1 Client Service Agent

Broadridge•Pittsburgh, PA

7d•Hybrid

About The Position

Broadridge is seeking a Tier 1 Client Service Agent to support its Fi360 business. The role is the first point of contact for clients seeking assistance with Fi360 products and SaaS solutions, providing timely, professional support by phone, email, and live chat. The agent educates clients on product functionality and fiduciary best practices, resolves common technical issues, and escalates complex matters when appropriate. The position is hybrid, assigned to the Pittsburgh, Pennsylvania location, with flexibility to work remotely.

Requirements

At least 1 year of experience in client relations, customer support, sales, or a related role involving direct client communication by phone and email.
Strong written and verbal communication skills, with the ability to provide clear, professional guidance to clients.
Strong customer-service skills and a demonstrated commitment to positive client experiences.
Experience with SaaS platform support tools.
Effective troubleshooting and problem-solving skills.
High attention to detail and accuracy in documentation and data entry.
Ability to manage challenging client situations with patience, professionalism, and composure.
Ability to work independently and collaborate effectively with cross-functional teams.
High level of professionalism and commitment to client satisfaction.

Responsibilities

Serve as the first line of support for client inquiries received through phone, email, and live chat.
Respond to questions about product features, functionality, policies, procedures, and Fi360 learning solutions with clear, professional guidance.
Educate clients at all experience levels on industry best practices, the Fiduciary Standard of Care, and effective use of Fi360 tools and technology solutions.
Troubleshoot common technical and user issues, resolving cases efficiently and escalating complex matters to Tier 2 Support or Product teams as appropriate.
Document client interactions, issue details, resolutions, and follow-up actions accurately and thoroughly in systems such as Zendesk and Salesforce.
Partner with Product, Technology, Sales, and other internal teams to communicate client feedback and identify opportunities for product, service, and process improvements.
Contribute to team performance goals, including client satisfaction, first-response time, service availability, and case-resolution quality.
Identify recurring client issues and recommend process enhancements, knowledge-base updates, or support improvements.
Continuously build knowledge of Fi360 solutions, the financial services industry, and fiduciary principles to improve the quality of client interactions.
Represent Fi360 professionally during client meetings, webinars, or industry conferences as needed.
Perform other duties and responsibilities as assigned.