Senior Service Professional

Cetera is currently seeking a Senior Service Professional for our Northeast / Mid-Atlantic team located in Dallas, TX.  This is a unique opportunity to join our team in providing operational support and world-class customer service to our clients.  There is potential for this to be a hybrid role based on a successful training period.

This Senior Service Professional will be responsible for providing Advisors with guidance and support by answering basic and complex general calls coming into the firm as the first point of contact. The representative is responsible for supporting internal employees and Advisors by providing consistent and timely customer service.

What You Will Do:

• Provide professional, accurate, courteous, friendly, and timely telephone service to all members and potential members. (Answer telephone immediately and respond to all correspondence following specified turnaround time).
• May handle complex calls from advisors, that will require thorough research and partnering cross-departmental.
• May provide guidance and assistance to new or less experienced team members.
• Assist the team leads as needed.
• Accurate and correct routing of requests that fall outside of your area of expertise.
• Provide Advisors with any requested documentation or paperwork needed to support sales and marketing strategies.
• Work with Advisors on the generation of complete and correct paperwork for sales execution. 
• Able to work within a call center environment understanding its structure and adhering to schedule and punctuality requirements.
• Take ownership of all member requests and transfer them to the appropriate department.
• Maintain and foster a spirit of teamwork between employees in the department and help encourage inter-departmental teamwork.
• Effectively use open-ended probing questions to identify members’ needs and recommend products/services to fulfill those needs.
• Fosters a positive customer service orientation.
• Able to assist with complex cases and escalations from Service Professionals 
• Other duties as assigned.

Required Knowledge, Skills, and Abilities:

• Strong communication skills
• Organizational skills
• Attention to detail
• Analytical thought processor
• Ability to multitask
• Adaptable to change in a fast-paced environment
• Courteous and empathetic to client concerns
• Superior listening skills
• Positive role model to colleagues
• Team player attitude
• Energetic and results-oriented   
• Demonstrate a real passion for providing a high level of customer service
• Processing Experience: Prior experience in processing financial transactions such as journals, distributions, and check requests are highly desirable. 

What You Will Have:

• High School diploma or equivalent 
• 2 years of Banking/Financial experience 
• Demonstrate sound problem-solving and decision-making skills.
• Results-oriented and proactive with the ability to balance multiple high-priority initiatives/projects concurrently and complete multiple tasks simultaneously to complete assigned projects within prescribed deadlines.
• Ability to cope with stressful situations and maintain a calm and professional demeanor

What Is Nice To Have:

• Licensing (SIE or other FINRA Licensing)
• Demonstrated experience delivering excellent problem resolution, organizational and follow-up skills
• Familiarity with Schwab, Fidelity or Pershing in systems like Orion and Envestnet

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