Customer Support - Call Center

Job Summary

• 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.

• 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.

• College degree is beneficial but not required.