Job Description

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