Job Summary
The Senior Service Support Specialist supports the growth and development of the business by providing accurate, complete, and timely solutions to clients, Financial Advisors, Branch Office Administrators, and internal associates.
This role requires a strong understanding of firm policies, procedures, and capabilities to effectively support branches and clients. The Specialist will also provide administrative support to Financial Advisors, assist with client service activities, support marketing initiatives, and participate in firm training and initiatives.
Key Responsibilities
- Respond to incoming telephone calls and written correspondence from clients, Financial Advisors, Branch Office Administrators, and internal associates.
- Provide thorough solutions and alternatives based on firm policies, procedures, and capabilities.
- Work independently and demonstrate resourcefulness while collaborating within a team environment.
- Use sound judgment, decision-making, and conflict-resolution skills when addressing service needs.
- 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.
- Assist with planning client events and seminars.
- Perform administrative duties supporting Financial Advisors' daily business practices, including:
- Telephone coverage
- Business travel arrangements
- Coordination of client meetings
- Preparation of travel and expense reports
- File maintenance
- Calendar maintenance
- Actively participate in available training and education programs.
- Stay current on firm strategic priorities, professional development, policies, procedures, and new platforms.
- Attend scheduled targeted/monthly field service professional and/or training calls.
- Proactively participate in firm initiatives directed by local management.
- Provide service with patience, empathy, professionalism, and a calm approach in a fast-paced environment.
- Maintain accurate, complete, and timely service while helping make it easy for branches and clients to do business with the firm.
Required Qualifications
- High school education required.
- Prior customer service experience.
- Prior financial services industry experience.
- Proficient typing skills.
- Strong computer skills.
- Knowledge of Microsoft Office products.
- Strong verbal and written communication skills.
- Exceptional interpersonal and client service skills.
- Ability to multitask.
- Highly organized and detail-oriented.
- Ability to adapt to change.
- Strong service orientation with patience, empathy, and professionalism.
- Comfortable communicating by phone and encouraging engaging dialogue.
- Ability to work independently and as part of a team.
- Strong judgment, decision-making, and conflict-resolution skills.
- Dependable and punctual.
Preferred Qualification
- College degree is beneficial but not required.
Ideal Background
Candidates should have customer service experience within the financial services industry, along with strong communication, computer, organizational, and administrative skills. Experience supporting Financial Advisors and handling client service responsibilities aligns well with the position.
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