Service Success Specialist

Customer Service Opportunity in Financial Services

Service Success Specialist (Level 2)

Location(s):

Atlanta: 2300 Windy Ridge Pkwy SE, Suite750, Atlanta, GA 30339

La Vista:12325 Port Grace Blvd, La Vista, NE 68128

Scottsdale: 18700 N Hayden Rd, Suite 255, Scottsdale, AZ 85255

St. Petersburg: 877 Executive Center Dr. W, Suite 300, St. Petersburg, FL 33702

Osaic has returned to the office on a hybrid schedule requiring a minimum of 4 days weekly in the office. Applicants should be located at one of our hubs listed above and must be willing to work this schedule.

Role Type: Full-time, Non-Exempt

Salary: $60,000-$63,000 per year + annual performance-based bonus

Actual compensation offered will be determined individually, based on a number of job-related factors, including location, skills, licensure, experience, and education.

Our competitive compensation is just one component of Osaic's total compensation package. Additional benefits include health, vision, dental insurance, 401k, paid time away, volunteer days and much more. To view more details of what you can look forward to, visit our careers page:Osaic Benefits.

Summary:

The position's primary responsibility is to serve as the main point of contact for Advisor Support Service Professionals by addressing procedural questions and resolving issues received through on-site interactions, calls, emails, and chat requests.

This position is also responsible for escalating service requests to the appropriate department and following through on the accurate completion of the request. Additional responsibilities include backing up advisor-facing queues, identifying coaching, training and content management opportunities and providing feedback to management as appropriate

Education Requirements:

Bachelor's degree preferred, high school diploma (or equivalent) in combination with significant practical experience will be considered in lieu of degree. A minimum high school diploma or equivalent is required.

Responsibilities:

• Act as a primary contact for Advisor Support Service Professionals on questions and daily issue resolution through all contact channels

• Provide onsite/in-person support for service professionals in hub locations

• Taking escalated calls from Financial Professionals as needed. Research escalated problems utilizing all resources available. Coordinate with internal departments or external companies to resolve issues and close the loop with Financial Professionals

• Provide backup support to Advisor Support by taking phone calls, answering emails or chats during high volumes

• Consistently meet and maintain department quality/productivity and CSAT metrics

• Maintain and communicate information relative to industry or procedural items and act as a subject matter expert in that area

• Capture type of interactions being handled in order for the team to identify trends and coaching opportunities for individuals and/or overall Advisor Support employees

• All other duties as assigned.

Basic Requirements:

• 1 - 2 years of experience in the Osaic Advisor Support team or other related areas of the firm

• 2 to 3 years of previous industry experience.

• Knowledge of general securities industry practices, procedures, and terminology

• Provide a high level of customer service by anticipating and meeting the needs of Financial Professionals and internal staff members

• Identify process issues and initiate quality improvement process activities

• Demonstrate strong communication skills by projecting a positive, professional attitude with co-workers, Financial Professionals, and various business contacts in person, in written communications and over the telephone

• Ability to make independent decisions considering risk and best interest of Financial Professional and specific Broker Dealer Ability to make independent decisions considering risk and best interest of Financial Professional and specific Broker Dealer

Preferred Requirements:

• Advanced knowledge of eQuipt

• FINRA Licensed

• Experience with Excel