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Description

This position will follow our hybrid work model; we expect the selected candidate to work 2-3 days a week at our St. Petersburg, FL, corporate office.

Job Summary:

With the goal of providing superior customer service, you will deliver front-line support to customers for Financial Advisors via multiple communication channels (telephone, email, IM). You will use available resources, established procedures, and guidelines to resolve application-specific service and support inquiries and complete tasks for Financial Advisors and their staff. Incumbents in role flex between providing front-line consultative customer service support and resolving more analytical or complex inquiries, depending on business volume and need. May adapt procedures and techniques to meet complex job requirements while exercising judgment in accordance with defined policies, procedures, and practices.

Essential Duties and Responsibilities:

• Provides consultative application assistance and uses creative problem-solving to solve a wide variety of service-related problems, issues, and questions or escalates to the appropriate support area.

• Documents, manages, and records complete and accurate information (notes) in a contact tracking database for all service interactions.

• Takes ownership of assigned inquiries and follows up with customers to ensure resolution and customer satisfaction.

• Supports team members and assists in resolving inquiries as a Subject Matter Expert.

• Utilizes knowledge management tools to resolve client issues.

• Escalates trends and outages as needed to leadership and for Service News postings.

• Documents and records application defects and customer enhancement suggestions.

• Creates and edits documents for email distribution and/or posting in the department knowledgebase.

• Communicates technical information to a non-technical audience.

• Stays abreast of and complies with company and department policies, procedures, and applicable system roadmaps related to technology and financial advisor-facing applications.

• May perform duties as a subject matter expert, including attending and representing Financial Advisor application(s) at showcase events or conferences, creating and/or updating knowledge articles and training materials, and creating/presenting product materials for educational engagements.

Qualifications

Experience and Skills:

• It typically requires an Associate’s degree and/or three (3) years of relevant experience in a service or support environment or a combination of education, training, and experience.

• Bachelor’s degree preferred.

• Financial Services experience highly preferred.

• Intermediate technical knowledge of the following is highly preferred:

• Operating systems (OS).

• Business applications, specifically Outlook.

• Security products.

• Financial services applications are a plus.

Technical Skills/Experience:

• Subject Matter Expertise: Develop deep knowledge of the applications we support. Stay up to date with the latest features, functionalities, and best practices.

• Client Service Excellence: Deliver exceptional client service by maintaining accuracy, meeting deadlines, and ensuring consistency in our reporting solutions. Collaborate closely with Financial Advisers (FAs) and Branch staff to address their specific needs.

• Complex Inquiries Handling: Handle inquiries via phone and email. Some of these inquiries may be intricate, requiring your expertise to resolve effectively.

• Data Anomaly Resolution: Regularly interact with internal and external stakeholders to identify, research, and resolve data anomalies or inconsistencies.

Competencies and Behaviors:

• Communication: Conveying information and ideas through various media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

• Analysis: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions.

• Managing Work: Effectively managing one's time and resources to ensure work is completed efficiently.

• Applied Learning: Assimilating and applying new job-related information in a timely manner.

• Building Customer Loyalty: Effectively meeting customer needs, building productive customer relationships, and taking responsibility for customer satisfaction and loyalty.

• Initiating Action: Taking prompt action to accomplish objectives, taking action to achieve goals beyond what is required, and being proactive.

Licenses/Certifications:

• None Required.

Job: Technology

Primary Location: US-FL-St. Petersburg-Saint Petersburg

Organization Technology

Schedule Full-time

Job Shift Day Job

Travel No

Req ID: 2401371