Sr. Customer Service Specialist

Responsibilities

• Serve as a primary service contact for Financial Advisors, branch offices, and internal associates.
• Respond to inbound calls and written inquiries related to firm policies, operational procedures, and service requests.
• Provide accurate, complete, and timely support while ensuring a positive service experience.
• Research issues and provide solutions, alternatives, and guidance aligned with company policies and procedures.
• Partner with internal teams to resolve complex service inquiries and improve operational efficiency.
• Maintain detailed records and documentation using internal systems and service center tools.
• Affiliate with administrative support activities such as coordinating meetings, preparing documentation, and supporting daily operational workflows.
• Participate in training sessions, team meetings, and ongoing professional development to remain current on firm policies and systems.
• Contribute to team initiatives and support service improvements that help branches and clients do business more efficiently.

Qualifications

• A high school diploma required; an associate or bachelor’s degree preferred.
• One to two years of customer service experience, preferably in a high-volume call center, financial services, or operations support environment.
• Strong ability to communicate clearly and professionally via phone and written communication.
• Demonstrated ability to resolve issues, manage difficult conversations, and provide empathetic customer service.
• Proficiency in Microsoft Office and web-based systems.
• Strong organizational skills with the ability to multitask and manage competing priorities.
• Detail-oriented with strong judgment and problem-solving skills.
• Experience supporting financial services operations or branch environments is a plus.
• Comfortable handling high call volumes and service inquiries.
• Highly dependable with strong attention to detail and follow-through.
• Able to work both independently and collaboratively within a service team.
• Motivated to grow within a structured financial services environment.