Tier 1 Client Service Agent

Broadridge•Pittsburgh, PA

8d•$55,000 - $60,000•Hybrid

About The Position

Broadridge is seeking a Tier 1 Client Service Agent to support its Fi360 business. The agent 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 role includes explaining product functionality and fiduciary best practices, resolving common technical issues, and escalating complex matters when needed. This is a hybrid role assigned to Broadridge's Pittsburgh, Pennsylvania location, with flexibility to work remotely. The ideal candidate is client-focused, detail-oriented, technically curious, and committed to delivering a high-quality support experience.

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.
Answer 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, resolve cases efficiently, and escalate complex matters to Tier 2 Support or Product teams as appropriate.
Accurately and thoroughly document client interactions, issue details, resolutions, and follow-up actions 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 client interactions.
Represent Fi360 professionally during client meetings, webinars, or industry conferences as needed.
Perform other duties and responsibilities as assigned.