Sr. IA Support Specialist

Location(s): Atlanta, GA; La Vista, NE; Oakdale, MN; Scottsdale, AZ; St. Petersburg, FL

Osaic has returned to the office on a hybrid schedule requiring a minimum of 4 days weekly in the office. Applicants should be located at one of our hubs and must be willing to work this schedule.

Role Type: Full-time, Non-Exempt

About the role

As an Investment Advisory (IA) Support Senior Agent, you will assist Financial Professionals (FPs) with operational and support activities for qualifying advisory accounts through phone-based support. Your primary focus will be supporting top-tier Financial Professionals within the Everest tier. Your strong expertise in the Wealth Management Platform (WMP) and deep knowledge of advisory business will enable you to deliver exceptional service and high-quality support. In addition to supporting high-performing FPs, you will serve as a mentor and resource for the broader team, providing coaching and peer support to the General Investment Advisory (GIA) Support team. You will also work in more advanced areas of the IA function, assisting with escalations and participating in departmental projects while acting in a Level 2 support capacity.

Responsibilities

• Provide phone support for the IA Everest Support line
• Deliver exceptional service and support experiences by answering questions, researching issues, and completing transactions for Financial Professionals
• Assist with navigation of advisory platforms, including Envestnet / Wealth Management Platform, as well as core business platforms such as Pershing NetX, NFS Wealthscape, and others
• Build and maintain strong working relationships with Financial Professionals, their office staff, and internal partners across the firm
• Demonstrate critical thinking and problem-solving skills to identify stated and unstated needs and deliver effective outcomes
• Support and manage Level 2 communication channels, including the L2 inbox, IA Support Group inbox, and escalation requests from Financial Professionals
• Practice de-escalation abilities and exercise sound judgment to determine when issues should be further escalated to a manager
• Partner and communicate effectively with other business units within Osaic to resolve issues and concerns
• Take ownership of issues, analyze problems, and follow through to resolution
• Meet established satisfaction, quality, and productivity goals
• Provide peer-to-peer training and coaching as needed
• Stay current on changes to industry regulations, policies, and internal business processes
• Assist with complex service escalations related to Investment Advisory accounts
• Serve as a mentor and resource to General Investment Advisory Support agents
• Resolve more complex Investment Advisory service issues

Requirements

• 1–2 years of experience within the Investment Advisory Support Department
• 3–5 years of related brokerage experience
• 3–5 years of call center or customer service experience
• Strong personal relationship management skills
• Proficiency with NetX360, Wealth Management Platform, Wealthscape, Support Center, Microsoft Windows, Excel, Word, Outlook, and the Employee Intranet
• Strong verbal communication skills when working with Financial Professionals regarding service issues
• Ability to read and interpret company policies, operations manuals, Pershing manuals, and technical guides

Qualifications

• Bachelor’s degree preferred, high school diploma (or equivalent) in combination with significant experience will be considered in lieu of degree
• Minimum of high school diploma or equivalent is required

Preferred Qualifications

• Experience in wealth management (Envestnet/WMP), investment advisory operations or financial services billing
• 3+ years of related brokerage experience
• 1+ years of investment advisory experience
• FINRA licenses (Series 7 and others) strongly preferred; SIE completion

Pay

$62,000 per year + annual performance-based bonus

Benefits

• Health, vision, and dental insurance
• 401k
• Paid time away
• Volunteer days
• Additional benefits available (visit Osaic Benefits for details)