Overview
On Site
$18.00 - $24.50 hourly
Contract - W2
Contract - Temp
Skills
Finance
Network
Web Portals
Tier 3
Management
Technical Support
Customer Relationship Management (CRM)
Customer Satisfaction
Reporting
Customer Experience
Call Center
Typing
Organizational Skills
Communication
Adaptability
Customer Service
Financial Services
Artificial Intelligence
Messaging
Job Details
RESPONSIBILITIES:
Kforce has a client that is seeking an Operations Support Associate (x25). This will be hybrid 3 days/week in the following locations: El Segundo (CA), San Diego (CA), Denver (CO), Dallas (TX), and Schaumburg (IL).
Summary:
This is a unique opportunity to join our team to provide technical support, troubleshooting, and world-class customer service to our field sales reps.
What you will do:
* Respond to telephone support inquiries from Financial Advisors, their supporting staff in field, and end clients
* Provide technical assistance with system status, network connectivity, along with a variety of problems of all installed applications and software products supported by IT
* Provide ongoing service focused support for all aspects of Cetera web portals, identify trends, and report trouble tickets to tier 3 support
* 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 as well as create the world's most referable platform
* 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 status of all requests
* Provide follow-up to ensure full customer satisfaction
* Escalate requests to or consult with senior staff when solution is unclear
* Report problems with procedures and make suggestions for improvement
* Participate in special projects that enhance the overall advisor and client experience
* Maintain high level standards of call handling requirements and quality review scores while adhering to assigned work schedule
REQUIREMENTS:
* High School diploma/GED
* 1-3 years of technology-based call center experience
* 1-3 years of overall PC tech experience
* Demonstrated technical acumen
* Excellent typing skills
* Understands how to interact with and navigate web-based applications
* Strong orientation toward service
* Patience when working with callers that are less technically proficient
* Strong organizational skills
* Excellent interpersonal communication skills
* Flexible and adaptable to change in a fast-paced environment
* Courteous and empathetic to customer concerns
* Able to work well independently and within a team environment
* Ability to handle challenging calls with poise, patience and positive demeanor
* Previous customer service background and experience a plus
* Financial Services experience is a big plus
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a client that is seeking an Operations Support Associate (x25). This will be hybrid 3 days/week in the following locations: El Segundo (CA), San Diego (CA), Denver (CO), Dallas (TX), and Schaumburg (IL).
Summary:
This is a unique opportunity to join our team to provide technical support, troubleshooting, and world-class customer service to our field sales reps.
What you will do:
* Respond to telephone support inquiries from Financial Advisors, their supporting staff in field, and end clients
* Provide technical assistance with system status, network connectivity, along with a variety of problems of all installed applications and software products supported by IT
* Provide ongoing service focused support for all aspects of Cetera web portals, identify trends, and report trouble tickets to tier 3 support
* 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 as well as create the world's most referable platform
* 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 status of all requests
* Provide follow-up to ensure full customer satisfaction
* Escalate requests to or consult with senior staff when solution is unclear
* Report problems with procedures and make suggestions for improvement
* Participate in special projects that enhance the overall advisor and client experience
* Maintain high level standards of call handling requirements and quality review scores while adhering to assigned work schedule
REQUIREMENTS:
* High School diploma/GED
* 1-3 years of technology-based call center experience
* 1-3 years of overall PC tech experience
* Demonstrated technical acumen
* Excellent typing skills
* Understands how to interact with and navigate web-based applications
* Strong orientation toward service
* Patience when working with callers that are less technically proficient
* Strong organizational skills
* Excellent interpersonal communication skills
* Flexible and adaptable to change in a fast-paced environment
* Courteous and empathetic to customer concerns
* Able to work well independently and within a team environment
* Ability to handle challenging calls with poise, patience and positive demeanor
* Previous customer service background and experience a plus
* Financial Services experience is a big plus
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.