Customer Service Representative

7 hours ago

Pittsburgh, Pennsylvania, United States Cetera Financial Group Full time
About the Role

This position supports Financial Advisors (Registered Representatives) in managing their day-to-day Investment practice, enhancing customer service levels, and experiences. The role involves working directly with Registered Representatives to prepare and process client paperwork, perform client financial transactions, maintain client relationships, schedule appointments, and communicate with clients and financial companies.

Key Responsibilities
  • Act as a liaison between Registered Representatives and their clients.
  • Answer phones, schedule appointments, and prepare materials for client meetings.
  • Aid Registered Representatives in preparing client illustrations, graphs, charts, reports, etc. for Registered Representative presentations and appointments with clients.
  • Prepare and complete client paperwork and follow-up tasks to support Registered Representatives.
  • Spend time with clients on the phone, via virtual visits, and in person to ensure client service level needs are met.
  • Organize client events and follow-up tasks.
  • Maintain client records and retention management within corporate requirements.
  • Conduct proactive outreach to clients and Registered Representatives on time-sensitive activities (e.g., RMDs, Clients Quarterly/Annual Reviews).
  • Assume ownership of inquiries and requests; communicate with internal Cetera departments to ensure clients' expectations for timely service delivery are met.
  • Educate clients on account services, capabilities, and new technology.
  • Complete required corporate training on new technologies and follow implementation guidelines.
  • Maintain compliance guidelines, client communication notes in AdviceWorks/SmartWorks and Redtail while following Cetera standards in a timely manner.
  • Work with Advisor(s) through weekly meetings to help maintain Advisors' Business Plan process, tasks, marketing, and client communication expectations and follow-up processes.
Requirements
  • High School Diploma or GED
  • Experience in an administrative or customer service role
  • Strong time management skills
  • Excellent written and verbal communication skills
  • Proficient in Microsoft Office tools (Word, Excel & PowerPoint) and ability to learn new programs
Preferred Qualifications
  • Previous experience in assisting Registered Representatives/Financial Advisors
  • Financial services and/or banking background
  • Bachelor's degree in Finance, Business, Marketing, or Communications
  • Attention to detail, excellent organization skills, ability to multi-task and produce timely results in a fast-paced work environment
  • Able to manage own workflow and priorities, and can accommodate unexpected requests or needs from Advisors
  • Self-starter, productive, works well with a team and independently
  • Professional and positive attitude, friendly demeanor both in-person and by telephone
  • Trustworthy; uses discretion with confidential information
  • Listens well to instruction and consistently retains details

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