Field Onboarding Senior Specialist

Join the Team Member Onboarding service as a Field Onboarding Senior Specialist, leveraging your ability to quickly build relationships, instill trust, and proactively take ownership to help new field team members navigate their onboarding experience and rapidly launch their new career. Team Member Onboarding is part of the Operations & Planning Suite, developed via the Elevate Field Experience (EFX) effort, and contributes to creating the field talent experience of the future.

Responsibilities

• Accountable for managing all inquiries and concerns raised by service subscribers, network offices/leaders, and HO business partners—from initial contact through final resolution.
• Informs applicable stakeholders on resolution progress and coordinates communication to all involved parties.
• De-escalates issues and conflicts while creating, maintaining, and reestablishing confidence in HO resources.
• Works closely with internal business partners to identify and detail concerns and/or expectations and collaborates with them to provide exceptional service.
• Collaborates with internal partners to track, trend, and perform root cause analysis around Team Member Onboarding service-related concerns and opportunities for ongoing service refinement/evolution.
• Leverages data analytics to identify obstacles and continually improve operations and the field/client experience.
• Demonstrates a strong understanding of business priorities and identifies process or technology enhancements to improve network office, advisor, field team member, and home office experience.
• Serves as a point of contact for peer and internal/external business partners.
• Drives for results and goal attainment; ensures fellow home office team members provide appropriate solutions to meet the needs of both clients and the field force participating in the Team Member Onboarding service.

Requirements

• Bachelor's degree in business or an equivalent combination of education and progressively responsible work experience.
• Minimum of four years of customer service experience (Career Distribution and/or IPCS preferred).
• Highly motivated and self-directed with the ability to manage and prioritize concurrent assignments.
• Strong customer service skills.
• Comfortable learning new technology and tools.
• Preferred – experience working with or as part of NM field force.
• Preferred – experience building new processes/process improvement.
• Ability to build relationships, apply knowledge across complex business areas, and effectively navigate the organization to solve problems and find solutions.
• Deals well with ambiguity.
• Ability to influence without authority.
• Demonstrated ability to negotiate skillfully, resolve conflicts, and retain composure in difficult situations with both internal and external stakeholders.
• Demonstrated problem-solving through analytical ability, judgment, and decision-making skills. Focuses on the best interest of the service experience while complying with all relevant laws, regulations, and policies.
• Demonstrated interpersonal, leadership, and verbal and written communication skills.

This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required forms (Non-Registered Fingerprinted - FINRA).

Pay

Compensation Range: $65,440.00 – $98,160.00 (Structure 110). Geographic-specific pay structure (Structure 115) may apply for candidates in California, New York City, or other eligible locations.

Benefits

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups