Job details
Job type full-time
Full job description
What you will do:
Respond to telephone support inquiries from financial advisors, their supporting staff infield, and end clientsProvide technical assistance with system status, network connectivity, along with a variety of problems of all installed applications and software products supported by itProvide ongoing service-focused support for all aspects of cetera web portals, identify trends, and report trouble tickets to tier 3 support.
You will be responsible for creating raving fans by delivering excellent support to all of our advisor’s end-clientsThe goal is to build and maintain client loyalty as well as create the world’s most referable platform.
Responsibilities:
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 the solution is unclear
Report problems with procedures and make suggestions for improvement
Participate in special projects that enhance the overall advisor and client experience
Provide support to our clients in all aspects of the cetera client and advisor portals
Maintain a high-level standards of call handling requirements and quality review scores while adhering to the assigned work schedule
Provide training support on department process and system navigation
Required skills:
Demonstrated technical acumen
Understanding of ms exchange and ms office 365
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
What you should have:
- high school diploma
3+ years of technology-based call center experience
3+ years of overall pc tech experience
3+ years of experience w/ windows
Previous customer service background and experience a plus
About cetera financial groupâ®
Cetera financial group ⮠(`cetera`) is a leading financial advice firmIt empowers the delivery of an advice-centric experience⮠to individuals, families and businesses across the country through independent financial advisors as well as trusted tax professionals and banks and credit unionsIt’s headquartered at 200 nPacific coast highway, suite 1200 el segundo, ca 90245.
Comprehensive services include: wealth management solutions, retirement plan solutions, advisory services, practice management support, innovative technology, marketing guidance, regulatory support, and market research.
`cetera financial group` refers to the network of independent retail firms encompassing, among others, cetera advisors llc, cetera advisor networks llc, cetera investment services llc (marketed as cetera financial institutions or cetera investors), cetera financial specialists llc, and first allied securities, incAll firms are members finra / sipc.
Individuals affiliated with cetera firms are either registered representatives who offer only brokerage services and receive transaction-based compensation (commissions), investment adviser representatives who offer only investment advisory services and receive fees based on assets, or both registered representatives and investment adviser representatives, who can offer both types of services.
Cetera financial group is committed to providing an equal employment opportunity for all applicants and employeesFor us, this is the only acceptable way to do businessAccordingly, all employment decisions at the cetera financial group, including those relating to hiring, promotion, transfers, benefits, compensation, and placement, will be made without regard to race, color, ancestry, national origin, citizenship, age, physical and/or mental disability, medical condition, pregnancy, genetic characteristics, religion, religious dress and/or grooming, gender, gender identity, gender expression, sexual orientation, marital status, u.sMilitary status, political affiliation, or any other class protected by state and/or federal law.
Agencies please note : this recruitment assignment is being managed directly by cetera’s talent acquisition teamWe will reach out to our preferred agency partners in the rare instance we require additional talent optionsYour respect for this process is appreciated.
Please review our workforce privacy policy for further details on what information we collect and the purposes for collection.
