Brokerage Service Specialist – Institutional
Job Category :
Client Service and Support
Program type :
Position Located :
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