Customer Service Representative III

Be a part of the team behind our success!  At Advisor Group, we support more than 5,000 financial advisors, the people who help everyday Americans achieve their dreams. We’re a billion-dollar business with the mentality and drive of a startup. Join us in building something special.

Top Producer Advisor Support Opportunity in Financial Services

Customer Service Representative III


Location:          20 E Thomas Rd Suite 2000  Phoenix, AZ  85012

Summary:

As a Customer Service Representative III, you will be responsible for supporting our Top Producers by answering inbound calls related to brokerage operation questions, explaining policies and procedures, processing brokerage transactions and researching operations transactions. Topics of requests may include: account establishment and maintenance, advisory business, cash management, transfers, and retirement accounts.  You will be required to establish rapport with the top financial professionals in the financial industry within the Advisor Group family.  You will receive the skills, training, and tools to excel in this role.

Keys:    customer service, client support, call center     

Responsibilities:

  • Receive inbound calls from Advisors and clients who have service related issues
  • Create a strong working relationship with Advisors and their assistants
  • Educates Advisors where to find online information
  • Process incoming online requests via Salesforce and resolve in a timely manner
  • Log transactions into SalesForce CRM system for most inbound calls
  • Work independently to make decisions regarding resolution of issues
  • Pay close attention to detail, process work accurately
  • Exercise judgment to know when to escalate issues to supervisor or manager
  • Analyze problems and follow through to resolution
  • Works collaboratively with other business units to assure satisfaction of the needs of our Advisors
  • Meet quality and production goals
  • Strong interaction with clearing firm and external vendors on routine brokerage account platform questions
  • Assist with other projects as needed
  • Provide peer to peer training
  • Keep up-to-date on changes to industry and business processes.
  • All other duties as assigned

Education Requirements:

  • Bachelor’s degree preferred, high school diploma (or equivalent) in combination with significant experience will be considered in lieu of degree.  Minimum of high school diploma or equivalent is required. 

Basic Requirements:

  • One to two years’ experience in Advisor group broker dealer call center or other related areas of the firm
  • Three to five years related brokerage experience
  • Three to five years call center/customer service experience
  • Personal relationship management
  • Proficient with NetX360, Wealth Management Platform, Streetscape, SalesForce, Windows Microsoft Excel, Word, Outlook and Internet
  • Ability to verbally communicate effectively with the Advisors regarding service issues.
  • Ability to read and interpret company policies, operations manuals, Pershing manuals, and technical guides.

Preferred Requirements:

  • FINRA Series 7 license preferred.