Location: Los Angeles

June 18, 2020 4:02 am
Brokerage Service Specialist – Institutional

Respond to direct customer inquiries on the phone or through e-mail

Provide technical support/problem resolution to Registered Investment Advisors in a timely, professional, and courteous manner

Research and resolve routine customer service questions and problems with minimal assistance and report issues appropriately; follows issues to conclusion.

Effectively use available tools and resources and demonstrate the ability to gather, analyze, and interpret data to resolve customer issues.

Retain full ownership of issue until resolved, including follow-up on escalated issues.

Demonstrate effective diagnostic skills.

Identify opportunities for process improvement and drives important issues through to resolution.

Provide customers with information on other products and services when appropriate.

Work in a small highly collaborative team environment of professionals.

 

Skills and experience:

 

BA/BS degree preferred

Basic knowledge of computer desktop and network environments including operating systems, peripherals, & navigating through software, demonstrated through experience and/or education

Basic knowledge of on-line/Internet services required

Basic knowledge of the brokerage industry preferred

Prior customer service experience

Ability to learn complex material and resolve issues with minimal oversight

Work with great attention to detail

Effective verbal and written communication skills

Ability to maintain professionalism in high-pressure situations

Ability to effectively manage time and prioritize work with multiple deadlines

Contribute to a team-oriented environment using excellent interpersonal, communication, and problem solving skills

May 26, 2020 1:07 am
Financial Service Professional

As a Financial Services Professional, you will be an ambassador of PSS helping to educate and solve problems for thousands of clients. Your career will start in an inbound contact center taking numerous calls from our retail clients (individual investors) on a variety of topics. Our goal is that you are able to achieve client loyalty based on service. Some of the unique aspects about this role and the support you receive to achieve this include non-scripted calls and a focus on providing you direct feedback and coaching. We want you to bring your personality to your calls and invest in your development to help achieve client satisfaction.

 

Throughout these conversations you will:

Educate clients: Engage clients in discussions involving market conditions, trends and providing investment education;

Be an advocate for clients: Care enough to ask the difficult questions knowing that just one question, the right question, can change a client’s future;

Use investigative skills: Resolve client issues by leveraging technology and business experts within PSS to identify efficient and effective methods to meet client goals;

Be consultative: Recommend solutions, when appropriate, to clients which align to their goals and promote PSS growth.

 

 

Skills and experience:

Resilient attitude to help achieve client satisfaction in a continuous call environment;

Ability to adapt and implement changes as market and business conditions evolve;

Ability to establish trust and rapport with clients over the phone;

Robust consulting, influencing and client engagement skills;

Desire to work in a collaborative team-based culture;

A drive to constantly improve the client experience;

Bachelor’s Degree highly preferred.

May 25, 2020 9:16 pm
Brokerage Service Specialist – Institutional

As a Brokerage Service Specialist, you will be the primary point of contact for the clients of independent advisors who custody assets with PSS and provide “best in class” service. It’s this level of service that differentiates us from our competitors and serves as a sustainable competitive advantage.

 

This is a phone-based position.

Proactively consult and educate clients of Independent Investment Advisors;

Research and respond to client issues related to online enrollment, forms, trading, tax reporting, transfers, and various other areas of product knowledge and support;

Collaborate with internal partners in delivery of timely and accurate information in response to inquiries and/or service issues.

 

 

Skills and experience:

Successful completion of our Client Focus Assessment which measures potential talent and role fit;

The ability to multi-task, actively listen, assess client needs, and research information;

Positive attitude, team orientation, enthusiasm, professionalism;

Strong interpersonal, verbal, and written communication skills;

Strong work ethic with high level of integrity and ethics.

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