Job Abstract

At Cetera, continuous process improvement to make things more efficient and provide a better experience for our advisors/clients and demonstrating a mindset of owning and seeing issues through to completion/resolution is at the forefront of what we do. You will be responsible for creating raving fans by delivering excellent support to all of our advisor’s end clients. The goal is to build and maintain client loyalty and create the world’s most referable platform. We're seeking an Advisor Tech Service Professional to add to our team in a hybrid role for either El Segundo, CA; San Diego, CA office or St Cloud, MN office.

What you will do:

• Respond to telephone support inquiries from Financial Advisors, their supporting staff in the field, and end clients.
• Provide ongoing service-focused support for all aspects of Cetera web portals, identify trends, and report trouble tickets to tier 2 support.
• Provide support to our advisors and end-clients with the navigation and use of various systems associated with the Broker/Dealer
• Troubleshoot and resolve product or service problems; determining the cause and explaining the best solution to resolve the issue
• Resolve less complex problems immediately and direct complex inquiries to the IT Support team and/or vendor for resolution
• Utilize the CRM (Client Relationship Management) tool to record calls and the status of all requests
• Provide follow-up to ensure full customer satisfaction
• Escalate requests to or consult with senior staff when the solution is unclear
• Report problems with procedures and make suggestions for improvement
• Provide support to our clients in all aspects of the Cetera Client and Advisor Portals
• Maintain high-level standards of call handling requirements and quality review scores while adhering to the assigned work schedule

What you need to have:

• Superior written and communication skills. Communicates courteously, professionally, and effectively in a variety of ways with a diverse audience
• Flexible and adaptable. Expect and embrace change
• Able to multitask in a fast-paced environment
• Leads and energizes their peers
• 2+ years of experience with Microsoft Office Programs, Internet, and basic office equipment
• Listens to fully understand and shows respect for the customer.
• Shows sincere concern for their customer's needs, is able to build rapport with each customer, finds joy in providing outstanding service, and ability to deliver a tough message in a way the customer can understand and appreciate.
• Ability to think on your feet and be comfortable taking initiative.
• Creative problem solver and takes ownership.
• Assesses customers' needs and offers appropriate solutions.
• Eager to learn and grow their professional skills

Compensation:

The base annual salary range for this role is $49,000 to $57,000, plus a competitive performance-based bonus. Base annual salary depends on a wide array of factors, including but not limited to skill set, years and depth of experience, certifications, and location. Base annual salary may also differ significantly due to geography and cost of labor considerations.

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