What are the responsibilities and job description for the Service and Support Associate (Application Support) position at Carson Group?
Who We Are
In an increasingly complex world where people are starving for someone they can trust, we stand for something simple: always put the client first. We do well by doing good for those we serve. Its the ultimate measure. We believe in providing value beyond a doubt and in the notion that time will either expose you or promote you, based on your willingness to embrace change.
We serve financial advisors and investors through three entities, each headquartered in Omaha, Nebraska: Carson Wealth, Carson Coaching and Carson Partners. We provide coaching and partnership services to advisor firms and straightforward financial advice to the investing public. We all share a common mission to be the most trusted in financial advice.
Who We Want
The Service and Support Associate (Application Support) will be the point of contact for our Partner firms regarding all application and technology related items and will represent Carson Group to ensure their experience with service and support is top tier and exceeds expectations. This includes acquiring resources and coordinating the efforts of team members and third-party contractors or consultants to ensure their needs are met and all requests are executed timely. Addressing any issues or service complaints and resolving to their satisfaction.
Coordination of work, projects, training of office staff, and on-going development of improved operational procedures is also required. The Service and Support Associate must be able to manage multiple requests and activities concurrently and will be responsible for each activitys objectives and oversee quality and timely completion.
What To Expect
- Be the lead contact for Carson Group Partner (CGP) offices regarding items related to Applications and Technology.
- Delegate tasks and responsibilities to appropriate team members as needed to assist with requests.
- Handles incoming Partner requests regarding all Carson supported systems such as Salesforce and Orion and manages cases with diligence.
- Works as the liaison with 3rd party system vendors as needed to resolve tier 1 level issues.
- Maintains close interaction with advisors and stakeholders to ensure resolution using teamwork.
- Supports all Partner offices and all internal departments at a tier 1 level.
- Identifies the appropriate department or support team to work with, assigns and monitors cases until completion.
- Facilitates communication between internal departments, specifically product, development and technology and Partners.
What You Need
- Knowledge of Financial Advisor office tools (i.e. Orion, Redtail, SalesForce, etc.) preferred
- Knowledge of Microsoft Office, including Word, Access, Excel, and Outlook
- Strong customer service and Partner advocate
- Analytical and research skills
- Attention to detail
- Problem resolution
- Compile statistics and reports
- Planning and organizational skills
- Project and time management skills
- Manage multiple projects and activities with precision
- Ability to assist with creating process and procedures
- Written and verbal communication skills
- Occasional Travel
Preferred Education and Experience
- 1 year of experience in the financial industry is preferred
- 2 years of experience in a service-related position
In exchange for your expertise, we offer a base salary, bonus potential, 401(k) plus matching, health benefits, and a great working environment. This is your chance to play a key role in the continued success of our company. Our culture is fast-paced, collaborative, innovative, and focused on healthy living. Carson strives to promote the health and wellness of its stakeholders by maintaining a tobacco-free workplace.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability, protected veteran status, sexual orientation, age or any other characteristic protected by law.
The total rewards expected for this role include:
- Starting annual base salary between $65,000 - $81,250.
- Variable compensation potential (Bonus and/or commissions)
- Competitive benefits including 401(k) with company contribution, PTO, Parental Leave, Sabbatical Leave, Medical, Dental, Vision, Health Savings Accounts, Flexible Spending Accounts, Life and AD&D Insurance, Short and Long-Term Disability, Work/Life Benefits and Holistic Wellbeing Programs.
Salary : $65,000 - $81,250
