intelliflo - Customer & Implementation Specialist

intelliflo widens access to financial advice through leading technology which powers the financial advisory experience. We use open software architectures combined with unmatched industry experience to simplify a complex digital landscape to help advisors compete and grow. Our solutions support over 30,000 financial advisors worldwide, representing over three million end-investors, with over $900 billion advised across our platforms.

intelliflo operates independently under its own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry.

Job Purpose (Job Summary):
We are seeking a dynamic, highly motivated, and enthusiastic individual to join our RIA Support Team. This person’s primary responsibility will be to provide a high level of support for our financial advisor customers. This includes new customer onboarding, responding to customer requests for assistance, managing and coordinating the escalation of support requests, identifying, and documenting new customer requirements and enhancements, and building a working relationship with our customers.

Key Responsibilities / Duties:

• Be proficient with our solution, intelliflo Portfolio, covering portfolio reporting, billing and rebalancing. Future cross-training and support of
• additional intelliflo solutions will be required.
• Maintain a positive, cooperative, and professional relationship with our customers.
• Assist with the onboarding of new customers.
• Train advisors on the intelliflo Portfolio system capabilities available by completing one-on-one sessions.
• Increase solution adoption by highlighting additional features which would be beneficial to their overall business.
• Provide continuing education to customers on how to effectively use solution in their practices.
• Review customer requests with a sense of urgency, seeking out potential resolution.
• Work collaboratively with other teams for resolution of issues and following through to timely completion.
• Communicate proactively with customers regarding product and program information, supportability issues, and strategic plans where appropriate.
• Share best practices with team members to enhance the quality and efficiency of the Customer Experience.
• Participate in individual or team projects.
• Own quarter-end processing of quarterly performance statements for customers.
• Provide feedback on solutions through pre-release and post-release testing.

Work Experience / Knowledge:

• 1-3 years’ experience in client service
• 1-3 years’ financial services experience (highly preferred but not required)
• Experience with Salesforce (preferred but not required)
• Working knowledge of MS Windows, MS Office, system architecture and environments
• Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way
• Ability to prioritize and manage multiple complex issues and adapt to different challenges and changing priorities

Formal Education: (minimum requirement to perform job duties)

• A Bachelor’s Degree in Finance, Financial Planning, or Accounting (or equivalent work experience)

Working Conditions:

• Normal office environment with little exposure to noise, dust, and temperatures
• The ability to lift, carry or otherwise move objects of up to 10 pounds is also necessary
• Normally works a regular schedule of hours, however hours may vary depending upon the project or assignment
• Full-time, approximately 8:30 AM to 5:00 PM Eastern Time

FLSA (US Only): Nonexempt

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.

Our Commitment to Diversity and Inclusion:

Our aspiration is for our workforce to continually reflect the diversity of people and perspectives in today’s evolving society, which we believe is fundamental to our efforts to widen access to financial advice. intelliflo is an Equal Opportunity Employer. We are committed to equal employment opportunity for all job applicants and employees. No job applicant or employee will be discriminated against because of race, religion, color, sex, sexual orientation, gender, sexual/gender identity, age, disability, pregnancy, national origin, military or veteran status, or any other characteristic protected by applicable law.