Branch Service Advisor | Financial Licensing | CST​/EST

Responsibilities

• Provide advanced product/service information and respond to complex customer questions about the product/service.

• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.

• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.

• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

• Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.

• Provide exceptional service to customers to encourage continued use of the organization's products/services.

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

• Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works without supervision and may provide technical guidance.

• Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.

• Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.

• Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.

• Works with guidance (but not constant supervision) to orient the seller's organization around delivering to the key needs of their customers.

• Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization’s ability. Typically works without supervision and may provide technical guidance.

• Works with full competence to recognize sales opportunities during service interactions to enhance overall customer service. Typically works without supervision and may provide technical guidance.

• Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.

• Works with guidance (but not constant supervision) to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client.

• Works with guidance (but not constant supervision) to quickly and effectively establish trust within the buying centers in the client’s organization.

• Works with guidance (but not constant supervision) to accurately identify and understand the key buying influences pertaining to an opportunity.

• Works with guidance (but not constant supervision) to acknowledge and ask questions to understand the circumstances surrounding client indifference.

• Works with guidance (but not constant supervision) to articulate why a client does or does not want a change based on their business objectives and challenges.

• SIE required (prior to start) provided that an exemption or grandfathering cannot be applied.
• Series 7 License required, or ability to obtain within six (6) months.
• Series 63 (or 66) License required, or ability to obtain within six (6) months.