Advisor Tech Services Professional

Cetera Financial Group is a leading network of independent retail broker-dealers empowering financial advice delivery. They are seeking an Advisor Tech Services Professional to provide operational support and customer service to financial advisors and their clients, ensuring high client satisfaction and loyalty.

Responsibilities

• 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

Skills

• 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
• Strong customer service skills
• 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
• High School Diploma or GED
• Previous experience in the Finance industry
• Previous experience in Operations
• Previous experience using MS Office Tools
• Demonstrated experience delivering excellent problem resolution, organizational and follow-up skills
• Bachelor's Degree

Benefits

• Inclusive health, dental, vision and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship.
• Easy access to mental health benefits to meet our team members and their families where they are.
• 20 plus days of paid time off (PTO), paid holidays, and 2 paid wellness days to give our employees the time they need to stay close with their loved ones, recharge, and give back to their communities.
• 401(k) Savings plan with a generous company contribution (up to 5%), and access to a financial professional to offer our employees the opportunity to plan-ahead for a strong financial future well beyond their working years.
• Paid parental leave to support all team members with birth, adoption, and foster.
• Health Savings and Flexible Spending Account options to help you save money on healthcare, daycare, commuting, and more.
• Employee Assistance Program (EAP), LifeLock, Pet Insurance and more.

Company Overview

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