Customer Service Support Specialist

Job Summary

The Senior Service Support Specialist supports Financial Advisors, Clients, Branch Office Administrators, and internal teams by providing accurate, timely, and comprehensive solutions to service requests received through phone calls and written correspondence.

This role requires a strong understanding of firm policies, procedures, products, services, and available resources. The specialist works closely with Financial Advisors to support client relationships, business development, marketing activities, administrative functions, and day-to-day branch operations.

Key Responsibilities

• Provide responsive and high-quality service to Clients, Financial Advisors, Branch Office Administrators, and internal associates through phone and written communication.
• Understand and apply firm policies, procedures, services, and capabilities to provide appropriate solutions and alternatives.
• Work independently while collaborating effectively within a team environment.
• Exercise sound judgment, decision-making, and conflict-resolution skills.
• Partner with Financial Advisors to develop and execute business plans and client service models.
• Support the team's marketing strategy, including maintaining marketing materials, digital platforms, social media, and coordinating client events and seminars.
• Provide administrative support to Financial Advisors, including:
• Telephone coverage
• Business travel arrangements
• Client meeting coordination
• Travel and expense reports
• File maintenance
• Calendar management
• Maintain accurate and timely documentation and communications.
• Participate in firm training, professional development, and education programs.
• Stay current with firm policies, procedures, strategic priorities, and new technology platforms.
• Participate in scheduled field-service professional and training calls.
• Proactively support firm initiatives directed by local management.
• Manage multiple priorities while maintaining a high level of accuracy and attention to detail.
• Deliver excellent client service with patience, empathy, professionalism, and composure in a fast-paced environment.

Required Skills / Qualifications

Education & Experience

• High School Diploma or equivalent – Required
• Prior Customer Service experience – Required
• Prior Financial Services industry experience – Required
• Proficient typing skills – Required

Technical Skills

• Strong computer skills.
• Proficiency with Microsoft Office products.
• Experience working with web-based applications/programs.
• Ability to effectively use Service Center and other firm technology platforms.

Professional Skills

• Strong verbal and written communication skills.
• Excellent interpersonal and client service skills.
• Strong customer-service mindset.
• Comfortable communicating professionally over the phone.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Ability to work independently and as part of a team.
• Strong organizational and time-management skills.
• Highly detail-oriented and adaptable to change.
• Ability to multitask and prioritize competing responsibilities.
• Highly dependable and punctual.
• Ability to demonstrate patience, empathy, and calmness in a fast-paced environment.

Preferred Skills / Qualifications

• College degree or additional education beyond high school.
• Previous experience in financial services, wealth management, banking, brokerage, or investment environments.
• Experience supporting Financial Advisors or financial services professionals.
• Experience with CRM or financial-services platforms.
• Experience supporting marketing initiatives, including digital and social media.
• Experience coordinating client events, seminars, and meetings.
• Experience preparing travel and expense reports.
• Familiarity with financial-services policies, procedures, products, and services.
• Experience working in a branch or client-service environment.
• Experience handling a high volume of telephone and written client inquiries.