Advisor Tech Services Professional

Job Description

Cetera is currently seeking an Advisor Tech Services Professional for our Advisor Tech Support team located in El Segundo, CA. This is a unique opportunity to join our team in providing operational support and world-class customer service to our clients. This position is hybrid and will require being in the office 2-3 days a week.

In the role of Advisor Tech Service Professional, 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 as well as create the world's most referable platform.

Core 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

Required Knowledge, Skills, and Abilities:
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

Desired Knowledge, Skills, and Abilities:
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

Minimum Required Education & Experience:
High School Diploma or GED

Travel Requirements: No Travel Required

The base hourly range for this role is $20.65 to $25.50, plus a competitive performance-based bonus. Base hourly range 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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