What are the responsibilities and job description for the Experience Specialist I position at Kestra Financial?
ABOUT US:
Come join the dynamic team at Kestra Financial! Kestra Financial provides a leading independent advisor platform that empowers sophisticated, independent financial professionals, including traditional and hybrid RIAs, to prosper, grow, and provide superior client service. With a culture rich in reinvention and advisor advocacy, Kestra Financial has developed integrated business management technology that, combined with its personalized consulting services, offers exceptional scale and efficiency. Kestra Financial supports independent financial advisors in delivering comprehensive securities and investment advisory services to their clients.
Summary: As an Experience Specialist, you will be pivotal in ensuring Kestra provides an elite service experience by monitoring and evaluating calls and work items through our Quality Assurance (QA) programs. Your responsibilities include identifying trends and coaching opportunities, completing experience reviews, monitoring the VOC program, and contributing to various team initiatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily; however, other duties may be assigned:
To perform this job successfully, the individual should have the following skills and abilities.
EDUCATION AND/OR EXPERIENCE:
Full health, vision, dental. 401(k) plans along with a host of voluntary plans such as car insurance, legal services and more (applicable to full-time, permanent employees).
DISCLOSURE
By applying to a job at Kestra Financial, Inc., you are agreeing to the following statements:
Come join the dynamic team at Kestra Financial! Kestra Financial provides a leading independent advisor platform that empowers sophisticated, independent financial professionals, including traditional and hybrid RIAs, to prosper, grow, and provide superior client service. With a culture rich in reinvention and advisor advocacy, Kestra Financial has developed integrated business management technology that, combined with its personalized consulting services, offers exceptional scale and efficiency. Kestra Financial supports independent financial advisors in delivering comprehensive securities and investment advisory services to their clients.
Summary: As an Experience Specialist, you will be pivotal in ensuring Kestra provides an elite service experience by monitoring and evaluating calls and work items through our Quality Assurance (QA) programs. Your responsibilities include identifying trends and coaching opportunities, completing experience reviews, monitoring the VOC program, and contributing to various team initiatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily; however, other duties may be assigned:
- Support all Quality Assurance programs, including monitoring/evaluating calls and work items for multiple teams.
- Support the expansion of Client Experience (CX) initiatives, training, and culture to all departments at Kestra.
- Help support our Voice of the Customer program by reviewing incoming survey responses to identify client and Home Office opportunities.
- Administer and assist with bi-weekly knowledge testing for multiple departments.
- Identify and support additional initiatives based on VOC, QA trends, and management feedback.
- Provides prompt and constructive feedback and coaching opportunities to team members and management.
- Exercise judgment to know when to escalate issues to the department contact.
- Complete high-level reviews for individual clients and firms by researching their interactions with the Home Office and providing detailed summaries to management.
- Strong focus on root cause analysis when completing QA and researching client feedback.
- Analyze and document trends based on daily workflow and submit data/feedback to management.
- Meet regularly with management to share trending service opportunities.
- Keep current on all new firm technology, policies, and procedures.
To perform this job successfully, the individual should have the following skills and abilities.
- Experience with Excel & PowerPoint
- Oral, written, and interpersonal communication skills
- Self-starter who can manage time effectively and efficiently, prioritize and manage tasks
- Resourceful with strong analytical and problem-solving skills
- Continuously look for ways to improve and exceed expectations.
- Comfortable navigating ambiguity and adapting to changing priorities with a resourceful mindset
- Maintain good working relationships and open communication with internal teams.
EDUCATION AND/OR EXPERIENCE:
- Minimum of 2 years of industry experience with call center and/or operations background
- Coaching and mentoring experience preferred
- Series 7 license preferred
Full health, vision, dental. 401(k) plans along with a host of voluntary plans such as car insurance, legal services and more (applicable to full-time, permanent employees).
DISCLOSURE
By applying to a job at Kestra Financial, Inc., you are agreeing to the following statements:
- You acknowledge that if hired, Kestra Financial, Inc. may, obtain and use background information concerning your credit, character, general reputation, personal characteristics, work habits, performance and experience for evaluation for your potential employment.
- It is the policy of Kestra Financial to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender, identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Kestra Financial prohibits any such discrimination or harassment.
