Service Team Lead

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Join to apply for the Service Experience Team Lead role at Cetera Financial Group

Job Description

Cetera is currently seeking a Service Experience Team Lead for our MVP Advisor Service team. 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 is a hybrid role, candidates must be located in San Diego, CA or El Segundo, CA.

Job Description

Cetera is currently seeking a Service Experience Team Lead for our MVP Advisor Service team. 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 is a hybrid role, candidates must be located in San Diego, CA or El Segundo, CA.

Core Responsibilities

• Supporting the Level-1 associate:
• Resolve conflicts before further escalation.
• Conferring with the fell associates to come up with solution that works for both sides.
• Coach members on achieving goals and developing necessary skills that get results.
• AW Support Center:
• Take ownership of assigned cases. Ensure necessary steps are taken to resolve promptly. Demonstrate strong research skills to investigate and determine appropriate course of action for escalated cases.
• Exhibit excellent follow up skills to track the progress of cases, maintain communication with stakeholders, and ensure timely resolution.
• Chat and Phone Support
• Work alongside our Level-1 associates via chat to provide options to resolve difficult phone calls.
• Minimal Back-Up Support on phones when volumes have exceeded a manageable level for Level-1.
• Escalation processing
• Understand the intricacies of processing escalations.
• Comprehend the reason behind each escalation.
• Account Information Management
• Demonstrate knowledge of how and where to review account information.
• Determine the status of a request within the processing pipeline.
• Documentation Analysis:
• Assess what actions have been taken so far.
• Examine the submitted paperwork to very accuracy.
• Communication Tracking:
• Keep track of interactions with Advisors, Administrators, or Clients to maintain transparency and accountability.
• Identify who the relevant parties are currently working with or have spoken to.
• Salesforce Case Management:
• Utilize Salesforce to retrieve and analyze existing cases related to the same issue.
• Research and determine appropriate next steps based on the gathered information.
• Initiate contact with the relevant department or individual when necessary
• Project Work
• Facilitated peer training sessions to enhance team knowledge, ensure consistency in processes, and support professional development across the team.
• Thoroughly review and process financial transactions, such as journals, distributions, and checks requests, with meticulous attention to details to ensure accuracy and compliance.
• Possess effective written and verbal communication skills to interact with advisors, administrators, clients, and internals teams.
• Maintain department documentation
• Other duties assign by management

• Familiar with Annuities, Life Events (Death and Divorce), and understanding of Qualified Retirement Plans.
• Must understand the Firelight tool.
• Friendly:
  Approach tasks and interactions with a positive and friendly demeanor, fostering a collaborative and supportive work environment.
• Work Well Under Pressure:
  Ability to thrive in a fast-paced environment and handle escalated cases with composure and efficiency.
• Systems Knowledge:
  Proficient in using financial system, including Netx
  360, Advice Works, Smartworks, Salesforce, Docupace and other resources.
• Processing
  
  Experience:
  
  Prior experience in processing financial transactions such as journals, distributions, and check requests are highly desirable.
• Understanding of New Accounts:
  Familiarity with various types of accounts, the new account process, required paperwork and the ability to accurately…