Description:
What we need:
Cetera Financial Group is currently seeking an Operations Support Associate. This is a unique opportunity to join our team to provide technical support, troubleshooting, and world-class customer service to our field sales reps.
What you will do:
Respond to telephone support inquiries from Financial Advisors, their supporting staff in field, and end clients. Provide technical assistance with system status, network connectivity, along with a variety of problems of all installed applications and software products supported by IT. Provide ongoing service focused support for all aspects of Cetera web portals, identify trends, and report trouble tickets to tier 3 support. You will be responsible for creating Raving fans by delivering excellent support to all of our advisor’s end-clients. The goal is to build and maintain client loyalty as well as create the world’s most referable platform.
Responsibilities:
• Provide support to our advisors and end-clients with the navigation and use of various systems associated with the Broker/Dealer
• Troubleshoot and resolve product or service problems; determining the cause and explaining the best solution to resolve the issue
• Resolve less complex problems immediately and direct complex inquiries to the IT Support team and/or vendor for resolution
• Utilize the CRM (Client Relationship Management) tool to record calls and status of all requests
• Provide follow-up to ensure full customer satisfaction
• Escalate requests to or consult with senior staff when solution is unclear
• Report problems with procedures and make suggestions for improvement
• Participate in special projects that enhance the overall advisor and client experience
• Provide support to our clients in all aspects of the Cetera Client and Advisor Portals
• Maintain high level standards of call handling requirements and quality review scores while adhering to assigned work schedule
• Provide training support on department process and system navigation
Required Skills:
• Demonstrated technical acumen
• Understanding of MS Exchange and MS Office 365
• Excellent typing skills
• Understands how to interact with and navigate web-based applications
• Strong orientation toward service
• Patience when working with callers that are less technically proficient
• Strong organizational skills
• Excellent interpersonal communication skills.
• Flexible and adaptable to change in a fast-paced environment
• Courteous and empathetic to customer concerns
• Able to work well independently and within a team environment.
• Ability to handle challenging calls with poise, patience and positive demeanor
What you should to have:
Minimum Education Required
- High School Diploma
- 3+ years of technology-based call center experience
- 3+ years of overall PC tech experience
- 3+ years of experience w/ Windows
- Previous customer service background and experience a plus
