Wealth Management Customer Service Specialist

Guardian Life Insurance•Bethlehem, PA

3d•$42,830 - $64,250•Onsite

About The Position

Join Park Avenue as a Customer Service Specialist! Our Customer Service Specialists provide support to financial professionals and clients via inbound calls to our Service Desk Team. Inquiries range in complexity but center around the servicing and care of brokerage and advisory accounts. You will Answer and resolve phone, email, and chat inquiries from financial professionals and clients on wealth management operations, including new accounts, transfers, mutual funds/annuities, stocks/bonds, alternative investments, qualified and non-qualified plans, and brokerage/advisory platforms and tools. Guide financial professionals and clients on required documentation, ensuring accurate submission and setting clear expectations for next steps and de-escalating concerns as needed. Navigate multiple systems while managing call flow and delivering a consistent, best-in-class service experience. Follow established verification procedures and collect required data points, including Personally Identifiable Information (PII), to ensure information is shared with the appropriate party in compliance with policy. Demonstrate a high level of accuracy and consistency when documenting interactions, utilizing internal systems to ensure audit readiness and seamless client experience. Take end-to-end ownership of inquiries by setting clear next steps, following up as appropriate, and driving each issue through resolution. Demonstrate self-sufficiency and sound judgment by researching questions independently using available tools, resources, and documentation Participate in Quality Assurance reviews, coaching sessions, and continuous improvement efforts, while adhering to assigned schedules, availability expectations, and service standards Proactively identify solutions for efficiency, system improvements, or process enhancement, and escalate insights or issues through appropriate channels.

Requirements

Demonstrated comfort with technology and common computer programs including but not limited to Microsoft suite programs, Outlook, Excel, One Note, and Powerpoint.
Strong organizational skills with the ability to prioritize and multitask.
Motivation to learn, be coachable, and successfully apply feedback in a structured, performance-driven environment.
Securities Industry Essentials (SIE) certification required, or willingness to obtain it within 90 days from the start of employment.
College degree or equivalent relevant work experience.
Strong sense of accountability, attention to detail, and ability to operate within structured processes and regulatory requirements.
Strong analytical, verbal, and written communication skills.
Positive, team-oriented mindset with a commitment to delivering superior customer service.
Must be legally authorized to work in the United States, without the need for employer sponsorship.

Nice To Haves

Wealth management service experience is a plus, but not required.

Responsibilities

Answer and resolve phone, email, and chat inquiries from financial professionals and clients on wealth management operations, including new accounts, transfers, mutual funds/annuities, stocks/bonds, alternative investments, qualified and non-qualified plans, and brokerage/advisory platforms and tools.
Guide financial professionals and clients on required documentation, ensuring accurate submission and setting clear expectations for next steps and de-escalating concerns as needed.
Navigate multiple systems while managing call flow and delivering a consistent, best-in-class service experience.
Follow established verification procedures and collect required data points, including Personally Identifiable Information (PII), to ensure information is shared with the appropriate party in compliance with policy.
Demonstrate a high level of accuracy and consistency when documenting interactions, utilizing internal systems to ensure audit readiness and seamless client experience.
Take end-to-end ownership of inquiries by setting clear next steps, following up as appropriate, and driving each issue through resolution.
Demonstrate self-sufficiency and sound judgment by researching questions independently using available tools, resources, and documentation.
Participate in Quality Assurance reviews, coaching sessions, and continuous improvement efforts, while adhering to assigned schedules, availability expectations, and service standards.
Proactively identify solutions for efficiency, system improvements, or process enhancement, and escalate insights or issues through appropriate channels.