Tier 1 Client Service Agent (Remote) at Broadridge in Remote

Summary: Broadridge is a company focused on empowering others to accomplish more. They are seeking a Tier 1 Client Service Agent to serve as the first line of support for client inquiries regarding Fi360’s SaaS and learning solutions, while also documenting client interactions and troubleshooting technical issues. Responsibilities: - Serve as the first line of support for client inquiries submitted through phone, email, and live chat regarding Fi360’s SaaS and learning solutions - Answer questions about features, functionality, policies, and procedures, providing clear and professional guidance to clients at all experience levels - Document all client interactions accurately and thoroughly in appropriate systems (e.g., Zendesk, Salesforce) - Educate clients on Industry Best Practices, the Fiduciary Standard of Care, and effective use of Fi360’s tools and technology solutions - Troubleshoot common technical issues, escalating complex cases to Tier 2 or Product as necessary - Collaborate with internal teams, including Product, Technology, and Sales, by communicating client feedback and identifying enhancement or improvement opportunities - Contribute to team performance metrics such as client satisfaction ratings, first response time, and service availability - Support continuous improvement initiatives by identifying recurring issues and suggesting process enhancements - Deepen your understanding of the financial services industry and fiduciary principles to enhance the quality of client interactions - Represent Fi360 in a professional manner at client meetings or industry conferences as needed - Perform additional responsibilities as assigned Required Qualifications: - 1+ years of client relations, customer support, or sales experience, including direct communication with clients via phone and email - Strong written and verbal communication skills - Basic technical aptitude and willingness to learn SaaS platform support - High level of professionalism and commitment to client satisfaction - Exceptional professional communication (verbal and written) across phone, email, and live chat channels - Strong customer service etiquette and ability to create positive client experiences - Ability to effectively educate users in a variety of formats (email, phone, webinar, etc.) - Strong collaboration skills coupled with the ability to work independently - Competence in using and learning software tools such as Zendesk, Salesforce, Microsoft Office, and webinar platforms - Effective troubleshooting and problem-solving skills - High attention to detail and accuracy in data entry and documentation - Ability to manage challenging client situations with patience, professionalism, and composure Preferred Qualifications: - Thorough and consistent documentation of processes and interactions - Proactively identifying ways to exceed client expectations - Adaptability to process or technology changes in a fast-paced environment - Initiative in learning new products and anticipating client needs - Contribution to innovation and process improvement efforts Required Skills: Client communication, Customer service, Software proficiency Important Skills: Troubleshooting skills, Attention to detail Nice-to-Have Skills: Collaboration skills, Adaptability, Initiative Benefits: Paid sick leave in compliance with the Colorado Healthy Families and Workplaces Act, Other legally required benefits