Cetera Financial Group→
Advisor Experience Specialist at Cetera Financial Group in Dallas, TX
Job Description
SUMMARY:
The Advisor Experience Specialist (AES) is responsible for managing the advisor experience within the Regional Growth Team by providing relationship driven escalation resolution and efficiency consultation to financial advisors, practices and firms in the assigned Region. Responsible for quarterbacking advisor escalations across enterprise functions and key contacts, routing and following issues to ensure and deliver resolution and adherence to issues within service level agreements.
What will You do:
▪ Work with advisors, practices and firms to drive adoption of AdviceWorks tools and technology.
▪ Align and deploy internal resources, coaching, training & direct support to address identified productivity gaps.
▪ Responsible for driving efficiency with advisors, practices and firms to reduce escalations, lower NIGO, and increase AdviceWorks adoption.
▪ Receive & escalate and/or route advisor service and support issues across STTO, Case Management, Supervision, Compliance, Products, Commissions, Trading, Licensing & Registration and other applicable teams for issues not resolved through normal service channels.
▪ Work in the SalesForce environment to log and track activities, cases and escalations as well as create reports.
▪ Provide updates on issue resolution to Growth Team and Advisor(s) / Firm(s) involved.
▪ Responsible for managing SLAs, ticketing system status and ticketing issues that come from advisors through the Regional Growth Team for resolution.
▪ Works directly with a dedicated Service Officer SES for all service and operations escalations that are more complex in nature.
What will you have:
• 3+ years of experience in service, sales support, client relationship management, or a related customer-focused role.
• Exceptional verbal and written communication skills, with the ability to convey information clearly, professionally, and concisely to both internal partners and external firms/advisors.
• Strong time management and organizational skills, with the ability to plan, prioritize, and execute work efficiently in a fast-paced environment.
• Proven ability to manage multiple requests simultaneously, assess urgency and impact, and prioritize tasks to meet deadlines and service expectations. High attention to detail and follow-through, ensuring accuracy, consistency, and timely resolution of requests and escalations.
• Demonstrated problem-solving skills, with the ability to exercise sound judgment, adapt to changing priorities, and proactively identify solutions.
DESIRED KNOWLEDGE, SKILLS & ABILITIES
▪ SIE and Series 7 (Desired)
▪ Bachelor’s Degree (Preferred)
TRAVEL REQUIREMENTS
Up to 10% for Face-to-Face Issue Resolutions & Proactive Efficiency Engagements If Needed
Company
About Us
What we give you in return:
Not many teams can say that they support people’s dreams coming to life… We happen to do that every day. And as important as we know your career is, we recognize that there’s a whole lot more to life. To ensure that our Employees can make the most of their time outside of working hours, we offer a competitive salary and for full-time roles, a benefits package including:
- Inclusive health, dental, vision and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship.
- Easy access to mental health benefits to meet our team members and their families where they are.
- 20 plus days of paid time off (PTO), paid holidays, and 2 paid wellness days to give our employees the time they need to stay close with their loved ones, recharge, and give back to their communities.
- 401(k) Savings plan with a generous company contribution (up to 5%), and access to a financial professional to offer our employees the opportunity to plan-ahead for a strong financial future well beyond their working years.
- Paid parental leave to support all team members with birth, adoption, and foster.
- Health Savings and Flexible Spending Account options to help you save money on healthcare, daycare, commuting, and more.
- Employee Assistance Program (EAP), LifeLock, Pet Insurance and more.
About Cetera Financial Group:
Cetera Financial Group® ("Cetera") is a leading network of independent retail broker-dealers empowering the delivery of objective financial advice to individuals, families and company retirement plans across the country through trusted financial advisors and financial institutions. Cetera is one of the largest independent financial advisor networks in the nation by number of advisors, as well as a leading provider of retail services to the investment programs of banks and credit unions.
Through its multiple distinct firms, Cetera offers independent and institutions-based advisors the benefits of a large, established broker-dealer and registered investment adviser, while serving advisors and institutions in a way that is customized to their needs and aspirations. Advisor support resources offered through Cetera include award-winning wealth management and advisory platforms, comprehensive broker-dealer and registered investment adviser services, practice management support, and innovative technology.
"Cetera Financial Group" refers to the network of independent retail firms encompassing, among others, Cetera Advisors LLC, Cetera Wealth Services LLC (f/k/a Cetera Advisor Networks), Cetera Investment Services LLC (marketed as Cetera Financial Institutions, or Cetera Investors. All firms are members FINRA/SIPC.
Cetera Financial Group is committed to providing an equal employment opportunity for all applicants and employees. For us, this is the only acceptable way to do business. Accordingly, all employment decisions at Cetera Financial Group, including those relating to hiring, promotion, transfers, benefits, compensation, and placement, will be made without regard to race, color, ancestry, national origin, citizenship, age, physical and/or mental disability, medical condition, pregnancy, genetic characteristics, religion, religious dress and/or grooming, gender, gender identity, gender expression, sexual orientation, marital status, U.S. military status, political affiliation, or any other class protected by state and/or federal law.
Agencies please note: this recruitment assignment is being managed directly by Cetera’s Talent Acquisition team. We will reach out to our preferred agency partners in the rare instance we require additional talent options. Your respect for this process is appreciated.
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