Client Support Specialist

Pay: $48,000 - $61,000/year

Position summary

The Client Support Specialist supports advisors and customers by answering service calls, chats, and emails, resolving issues, and escalating complex cases when needed. The role also involves product support within the the company platform, keeping current on releases and features, and maintaining strong call quality, professionalism, and efficiency.

What you'll work on

• Answer a large volume of service calls, chats, or emails of increasing complexity in a call center environment.
• Provide technical and planning product support to advisors and help with financial planning scenarios within the platform.
• Identify customer needs, research issues, clarify information, and provide solutions.
• Log interaction details clearly and accurately.
• Escalate complex issues to tier two teams or management when necessary.
• Stay up to date on system releases, new features, bugs, and production site functionality.
• Attend trainings and complete assignments to learn the platform and support policies and procedures.
• Meet personal and team quantitative and qualitative targets and efficiency standards.
• Review emails and process administrative requests when needed.

Experience and qualifications

• 2+ years of experience in a call center, customer service, or support role, or relevant experience, including commensurate internal experience.
• Bachelor’s degree or relevant experience.
• Experience with web applications.
• Familiarity with financial concepts and terms.
• Strong problem-solving skills.
• Excellent communication and interpersonal skills for technical and non-technical audiences.
• Ability to explain complex issues clearly and work independently or as part of a geographically dispersed team.
• Self-motivated, detail-oriented, and able to manage multiple projects and tasks in a fast-paced environment.
• Working knowledge of MS Office suite, including Outlook, Excel, Word, and PowerPoint.
• Strong organization and time management skills.
• Ability to keep an even temperament and provide a pleasant service experience.

Preferred background

• Experience using Salesforce or another CRM program is a plus.
• Bi-lingual Spanish speaking is a plus.
• Knowledge of investment planning, retirement planning, life insurance planning, education planning, or estate planning is a plus.