Manager, Service Experience

Cetera Financial Group is committed to providing unparalleled service to our Financial Professionals. We believe in fostering strong relationships and delivering world-class support in a dynamic environment. Join us in our mission to empower advisors and elevate their client service experience.
We are seeking an enthusiastic Advisory Support Manager to lead our Advisory Service team. In this role, your team will be the primary point of contact for our Financial Professionals and their staff, delivering exceptional support primarily via phone, with additional responsibilities through our online Support Center and email. This is an exciting opportunity to provide solutions for various advisory programs while ensuring our clients a “red carpet” experience.

This is a hybrid role, 2 days weekly in one of our office locations: El Segundo, CA | San Deigo, CA | Schaumburg, IL | Des Moines, IA | Dallas, TX | St Paul, MN | St Cloud, MN.

What you will do:

• Build Relationships: Cultivate strong, one-on-one relationships with advisors and their staff to understand their needs and provide tailored support.
• Team Leadership: Lead a dedicated team that serves as the primary contact for advisors, investigating, triaging, and resolving inquiries related to our platforms, including Envestnet and Folio Dynamix.
• Change Management: Guide advisors and team through system transitions and platform changes, ensuring a seamless experience.
• Reporting & Advocacy: Represent your team by analyzing call drivers and advocating for advisors’ concerns to improve overall service quality.
• Cross-Functional Collaboration: Work closely with various departments—including Custodial, Compliance, Technology, Operations, and Investment Solutions—to deliver cohesive and effective solutions for our advisors.
• Escalation Management: Handle escalated issues that require managerial intervention with poise and professionalism.
• Coaching & Development: Provide mentorship to phone associates on call quality and effective problem-solving strategies.

What you need to have:

•  8-10 years in the financial services industry, preferably with a Registered Investment Advisor (RIA) or Broker-Dealer.
• Must possess relevant securities licenses (Series 6, 7, 63/65, or 66).
• Exceptional verbal and written communication skills for effective collaboration with advisors, vendors, and internal teams.
• Excellent interpersonal skills and a collaborative spirit.
• A passion for delivering world-class client service.
• The ability to manage complex processes and thrive with minimal supervision.
• Strong organizational skills to juggle multiple projects and meet deadlines in a rapidly changing environment.
• A commitment to integrity, professionalism, and a strong work ethic.

What is nice to have:

• Bachelor’s degree in Finance, Economics, Business Administration, or a related field.
• Familiarity with financial systems such as Pershing NetX360, Salesforce, Envestnet, Folio Dynamix, and Docupace.
• Strong understanding of RIA or advisory/fee-based programs.
• Proven experience in providing top-tier customer service and problem resolution in a fast-paced office environment.
• Strong analytical skills and keen attention to detail.
• Proficiency in MS Excel, MS Word, MS PowerPoint, and database tools.

Compensation:

The base annual salary range for this role is $80,000 to $100,000, 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.

#LI-Hybrid 

Salary : $80,000 - $100,000