Sr Customer Service Spec

Job Title: Sr. Customer Service Spec.

Duties:

The Sr. Service Support Specialist assists with the development and growth of business through engaging and utilizing the full capabilities of the firm, and provides thorough solutions and alternatives in response to incoming telephone calls and written correspondence from Clients, Financial Advisors, Branch Office Administrators, and/or internal associates. Service is delivered that is accurate, complete, and timely while partnering with the firm to make it easy for our branches and clients to do business with us.

Responsibilities:

• This is a key role that requires an understanding of firm policies, procedures and firm capabilities in order to deliver the full firm to clients.

• Work independently and demonstrate resourcefulness while working in a team environment

• Sound judgment, decision making and conflict resolution skills

• Strong verbal and written communication skills and strong interpersonal skills

• Highly organized, detail-oriented, and adaptable to change

• Highly dependable and punctual

• Ability to multitask

• Strong service skills demonstrating patience, empathy, and a sense of calm in a fast-paced environment

• Strong technical skills in Microsoft Office, web-based programs, and Service Center

• Comfortable with talking on the phone and encouraging engaging dialogue

• Partner with Financial Advisor(s) in developing a business plan and delivering against a client service model

• Support the team's marketing strategy by maintaining marketing materials, including digital and social media platforms, and planning client events and seminars

• Actively engage in available training and education programs - including firm strategic priorities, professional development and staying current on policies, procedures and new platforms and attend scheduled targeted/monthly field service professional and/or training calls

• Perform administrative duties that support Financial Advisors in daily business practices, including but not limited to, telephone coverage, business travel arrangements, coordination of client meetings, prepare travel & expense reports, and file & calendar maintenance

• Proactively participate in firm initiatives directed by local management

Qualifications:

• High school education required, college degree beneficial

• Proficient typing skills

• Prior customer service experience

• Prior Finance Service industry

• Strong computer skills and knowledge of Microsoft Office products

• Exceptional writing, interpersonal and client service skills