At Cetera, continuous process improvement to make things more efficient and provide a better experience for our advisors/clients and demonstrating a mindset of owning and seeing issues through to completion/resolution is at the forefront of what we do. 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. We are currently seeking an Advisor Tech Service Professional to add to our team in a hybrid role for either El Segundo, CA, or our San Diego, CA office.
What you will do:
Respond to telephone support inquiries from Financial Advisors, their supporting staff in the field, and end clients.
Provide ongoing service-focused support for all aspects of Cetera web portals, identify trends, and report trouble tickets to tier 2 support.
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 the status of all requests
Provide follow-up to ensure full customer satisfaction
Escalate requests to or consult with senior staff when the solution is unclear
Report problems with procedures and make suggestions for improvement
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 the assigned work schedule
What you need to have:
Superior written and communication skills. Communicates courteously, professionally, and effectively in a variety of ways with a diverse audience
Flexible and adaptable. Expect and embrace change
Able to multitask in a fast-paced environment
Leads and energizes their peers
2+ years of experience with Microsoft Office Programs, Internet, and basic office equipment
Listens to fully understand and shows respect for the customer.
Shows sincere concern for their customer's needs, is able to build rapport with each customer, finds joy in providing outstanding service, and ability to deliver a tough message in a way the customer can understand and appreciate.
Ability to think on your feet and be comfortable taking initiative.
Creative problem solver and takes ownership.
Assesses customers' needs and offers appropriate solutions.
Eager to learn and grow their professional skills
The base annual salary range for this role is $49,000 to $57,000, plus a competitive performance-based bonus. Base annual salary depends on a wide array of factors, including but not limited to skill set, years and depth of experience, certifications, and location. Base annual salary may also differ significantly due to geography and cost of labor considerations.
About Us
What we give you in return:
Not many teams can say that they support people's dreams coming to life... We happen to do that every day. And as important as we know your career is, we recognize that there's a whole lot more to life. To ensure that our Employees can make the most of their time outside of working hours, we offer a competitive salary and for full-time roles, a benefits package including:
Inclusive health, dental, vision and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship.
Easy access to mental health benefits to meet our team members and their families where they are.
20+ days of paid time off (PTO), paid holidays, 1 paid wellness day and 1 days of paid volunteer time off (VTO) to give our employees the time they need to stay close with their loved ones, recharge, and give back to their communities.
401(k) Savings plan with a generous company contribution (up to 5%), and access to a financial professional to offer our employees the opportunity to plan-ahead for a strong financial future well beyond their working years.
Paid parental leave to support all team members with birth, adoption, and foster.
Health Savings and Flexible Spending Account options to help you save money on healthcare, daycare, commuting, and more.
Employee Assistance Program (EAP), LifeLock, Pet Insurance and more.
About Cetera Financial Group:
Cetera Financial Group® ("Cetera") is a leading network of independent retail broker-dealers empowering the delivery of objective financial advice to individuals, families and company retirement plans across the country through trusted financial advisors and financial institutions. Cetera is an independent financial advisor network and a leading provider of retail services to the investment programs of banks and credit unions.
Through its multiple distinct firms, Cetera offers independent and institutions-based advisors the benefits of a large, established broker-dealer and registered investment adviser, while serving advisors and institutions in a way that is customized to their needs and aspirations. Advisor support resources offered through Cetera include award-winning wealth management and advisory platforms, comprehensive broker-dealer and registered investment adviser services, practice management support and innovative technology.
"Cetera Financial Group" refers to the network of retail independent broker-dealers encompassing, among others, Cetera Advisors, Cetera Advisor Networks, Cetera Financial Institutions, Cetera Financial Specialists, and First Allied Securities.
Cetera Financial Group is committed to providing an equal employment opportunity for all applicants and employees. For us, this is the only acceptable way to do business. Accordingly, all employment decisions at the Cetera Financial Group, including those relating to hiring, promotion, transfers, benefits, compensation, and placement, will be made without regard to race, color, ancestry, national origin, citizenship, age, physical and/or mental disability, medical condition, pregnancy, genetic characteristics, religion, religious dress and/or grooming, gender, gender identity, gender expression, sexual orientation, marital status, U.S. military status, political affiliation, or any other class protected by state and/or federal law.
Agencies please note: this recruitment assignment is being managed directly by Cetera's Talent Acquisition team. We will reach out to our preferred agency partners in the rare instance we require additional talent options. Your respect for this process is appreciated.
Please review our Workforce Privacy Policy for further details on what information we collect and the purposes for collection.