Customer Service Operations Specialist
3 weeks ago
Cetera Financial Group is dedicated to providing world-class operational support and customer service to clients across our Advisory Programs. We’re looking for a motivated Specialty Operations Professional 2 to join our team and make a meaningful impact in the lives of our clients by ensuring seamless account operations, handling complex inquiries, and driving cross-functional collaboration. This is a unique opportunity to advance your career while developing specialized knowledge in the advisory and brokerage space.
What You Will Do:
- Manage Advisory Accounts: Set up, maintain, and troubleshoot advisory accounts across Cetera's programs, ensuring timely and accurate resolution of work items.
- Leverage Industry Knowledge: Apply your understanding of advisory operations, including brokerage operations such as New Accounts, Money Movement, and Maintenance, to support our clients and advisors.
- Achieve Key Metrics: Collaborate with your Operations Lead and/or Team Lead to understand role expectations, meet Service Level Agreements (SLAs), and achieve performance metrics.
- Cross-Train and Mentor Team Members: Provide foundational knowledge and support for Specialty Operations team members, enhancing overall team capability and coverage across different workflows.
- Proactive Problem Solving: Identify, troubleshoot, and resolve potential issues in operational processes, ensuring minimal disruption to clients and maintaining operational integrity.
- Engage with Stakeholders: Respond to inquiries from internal and external customers using Salesforce, email, mail, and phone, providing timely and solutions-focused responses.
- Handle Complex Cases: Conduct in-depth research on customer accounts and respond accurately and efficiently to high-priority cases.
- Maintain Communication Channels: Effectively communicate escalations, operational updates, and ideas with Team Leads, Operations Leadership, and cross-functional partners.
- Master Key Tools and Systems: Gain proficiency in Docupace, NetX360, AdviceWorks, MAA, Salesforce, and SmartWorks, using these tools to streamline processes and improve service delivery.
- Support Financial Planning Operations: Assist clients and advisors across various communities by offering operational support for Financial Planning functions.
- Compliance and Quality Assurance: Participate in compliance audits, meet quality metrics, and adhere to all team processes and regulatory requirements.
- Drive Customer Satisfaction: Partner with team members to ensure advisors receive consistent, high-quality support and service.
What You Will Have:
- High School Diploma or GED (required)
- Proficiency in MS Office tools
What is nice to have:
- Bachelor’s degree in a relevant field
- Series 99, 6, or 7 license (a plus)
- Demonstrated ability to multi-task and handle multiple priorities while adhering to deadlines and regulatory requirements
- Strong organizational, follow-up, and problem-solving skills
#LI-Hybrid
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