Technology Customer Service

About the role

We're looking for a Technology Support Professional who is passionate about the financial industry. This position will be responsible for creating an effortless experience through end-to-end client support for a client base that consists of sophisticated financial professionals who require a unique level of service. The role supports clients in all navigational aspects of our proprietary financial technology software as well as a multitude of other financial applications and platforms, including internet browsers, mobile applications, and affiliate technology. Proficiencies include Microsoft Office products, such as Outlook Exchange.

Responsibilities

• Assist financial professionals in navigating and troubleshooting proprietary client and vendor software, as well as multiple office applications and browsers.
• Support first-contact resolution efforts by guiding advisors and their assistants through client processes and system platforms related to the various technology tools.
• Maintain knowledge about various products supported by our client and explain the differences between the products to advisors and internal business partners.
• Work closely with Tech Support, Registration, New Client Onboarding, Business Transitions, Business Consulting, and Cash Management teams.
• Resolve client inquiries via email, chat, and phone.
• Update all ongoing support issues in the service tracking system, log detailed reports of issues, and collaborate with escalation teams for timely reporting and response.
• Maintain working knowledge of cataloged issues to ensure awareness and create alternative solutions.
• Work in a team-oriented environment, advocating for clients by collecting and reporting feedback, suggesting enhancements, and communicating client requirements to application development teams.
• Perform account maintenance (transaction inquiries, electronic document reviews, etc.).
• Provide new and existing customers with the best possible service in relation to application inquiries, service requests, suggestions, and complaints.
• Resolve customer inquiries and complaints fairly and effectively in compliance with financial regulations.
• Work in a fast-paced, demanding environment, handling back-to-back phone calls when necessary.
• Maintain a professional performance standard that exhibits reliability, accountability, and ownership.
• Gain a moderate understanding of financial industry terms.
• Continually develop subject matter expertise for new applications through product releases related to advisory/brokerage services and end-client support.
• Research complex situations, set client expectations, and define actions necessary to resolve inquiries in a timely manner, recommending next steps to avoid further issues.
• Network with internal departments to ensure clients’ expectations for timely service delivery are met.
• Engineer quality client experiences that promote company values through positive positioning, professional language, courtesy, and exceeding client expectations.

Requirements

• Proficiency in Microsoft Windows, Office, Exchange, iOS, Android, and multiple browsers.
• Strong problem-solving skills and organizational abilities.
• Ability to simplify and clarify complex information, demonstrating excellent phone, written communication, and listening skills.
• Successfully complete product training with a continuous learning mindset.
• Strong networking skills and adaptability.
• Demonstrate proficiency in navigating and troubleshooting all supported products.
• Exhibit a thorough understanding of policies, procedures, and systems.
• Familiarity with basic advisory/brokerage industry terms and practices.
• Ability to train and consult internal and external clientele on products and features.
• Actively appreciate and include diverse capabilities, insights, and ideas from individuals of varied backgrounds, styles, abilities, and motivations.
• Support effectively in elevated or antagonistic situations using appropriate interpersonal communication styles and methods to reduce tension or conflict.
• Demonstrate adaptability in a changing environment.

Qualifications

• Strong college degree preferred.
• 1-3 years of financial services experience.

Skills

• Customer service
• Microsoft 365 (M365)
• Communication and people skills
• Troubleshooting
• Financial services knowledge

Pay

The pay range for this position is $23.00 - $23.00/hr. Individual compensation offered within this range will depend on factors such as qualifications, skills, relevant experience, job knowledge, geographic location, and internal equity.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include specific elections, plan, or program terms. If eligible, the following benefits may be available for this temporary role:

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)

Schedule

This is a hybrid position based in Fort Mill, SC, with a structured environment and set schedule.