What are the responsibilities and job description for the Advisor Experience Specialist position at Candidate Experience site?
Cetera Financial Group (CFG) is seeking an Advisor Experience Specialist who will be responsible for managing the advisor experience within the Regional Growth Team by providing relationship-driven escalation resolution and efficiency consultation to financial advisors, practices, and firms in the assigned Region. Responsible for quarterbacking advisor escalations across enterprise functions and key contacts, routing and following issues to ensure and deliver resolution and adherence to issues within service level agreements.
What you will do:
- Work with advisors, practices, and firms to drive the adoption of AdviceWorks tools and technology.
- Align and deploy internal resources, coaching, training & direct support to address identified productivity gaps.
- Responsible for driving efficiency with advisors, practices, and firms to reduce escalations, lower NIGO, and increase AdviceWorks adoption.
- Receive & escalate and/or route advisor service and support issues across STTO, Case Management, Supervision, Compliance, Products Commissions, Trading, Licensing & Registration, and other applicable teams for issues not resolved through normal service channels.
- Provide updates on issue resolution to the Growth Team and Advisor(s) / Firm(s) involved.
- Responsible for managing SLAs, ticketing system status, and ticketing issues that come from advisors through the Regional Growth Team for resolution.
- Works directly with a dedicated Service Officer for all service and operations escalations that are more complex in nature.
What you need to have:
- Minimum 3 years of Service, Sales Support, and/or Relationship Service Experience.
What is nice to have:
- SIE and Series 7.
- Bachelor’s Degree.
Travel Requirements:
- Up to 10% for face-to-face Issue resolutions & proactive efficiency engagements if needed.
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