Cetera Advisor Networks was built on the belief that financial professionals could reach greater success by joining a high-performing, regionally focused team and our personalized service models and peer network build strong relationships that help financial professionals thrive. This is a unique opportunity to join a team whose goal is to deliver an outstanding service and support experience to our financial professionals and their staff. To drive efficiency, satisfaction and issue resolution specializing in operational and service-related escalations. 

We are currently seeking a Service Officer to add to our team in one of our office hubs. This is a hybrid position, 1-2 days in office: Enfield, CT; Atlanta, GA; Schaumburg, IL; St Cloud, MN; St Paul, MN; Des Moines, IA; Denver, CO; El Segundo, CA; San Diego, CA.

What you will do:

• The Service Officer will serve as one of the primary points of escalation for the Regional Directors, and Advisors within those regions. The Service Officer will play a critical role in assisting with the day-to-day efficiencies to deliver an outstanding service and support experience to advisors, the Regional Director, and staff; to drive efficiency, satisfaction, NPS, and engagement, specializing in operational, compliance, and supervision escalations.
• This individual is knowledgeable in all aspects of Cetera business and systems and able to assist in a variety of projects and other assignments as needed to support the growth of the organization. S/he will work in a fast-paced, evolving, high-volume environment and will thrive in a matrix reporting structure.
• This position requires a self-motivated individual with critical-thinking skills, the ability to work in a fast-paced, evolving, high-volume team-driven environment, and demonstrate excellent customer service and leadership skills.
• Lead coordination of escalations related to complex issues involving multiple departments. Own items through resolution and coordinate communications with the Relationship Support Specialist and the advisor.
• Support aligning internal resources, coaching, training, and direct support to address productivity gaps.
• Proactively provide service and operations insights to Advisor offices and their staff.
• Responsible for logging and creating a ticket for all issues that come from Advisors or the Relationship Support Specialist.
• Be an advocate to improve all aspects of advisor interaction with the firm – from onboarding to operational, to providing critical messaging on firm objectives, policy changes, operational improvements, and advisor retention.
• Proactively identify synergies and promote and drive a One Cetera Culture.
• Drive advisor adoption of Cetera services, tools, and technology and promote higher levels of efficiency, profitability and growth.
• Coordinating information among various departments and people, systems, and/or advisors and their staff.
• Collaborate and build relationships internally and externally.

What you need to have:

•  Bachelor’s degree or equivalent experience required.
• 3 -5 years or more experience in the financial services industry, with an emphasis on customer service.
• Series 99 (or ability to obtain).
• Superior written and verbal communication.
• Proven problem-solving and quality decision-making skills.
• Energetic – leads and energizes their peers by example.
• Genuinely empathetic and a people person - Shows sincere concern, able to build rapport with financial professionals and their staff, and finds joy in providing outstanding service.
• Able to prioritize and handle multiple tasks and deadlines simultaneously.
• Exceptional ability to follow instructions with minimal supervision.
• Strong command of all Microsoft Office applications.
• Advanced Excel Knowledge (minimum formula/function look-up, V-lookup, text-join, and other essential skills strongly preferred).
• Coordinating information among various departments and people, systems, vendors and/or advisors and their staff.
•  Creative problem solver - Takes ownership of issues; assesses customer's needs and offers appropriate solutions.
• Strong understanding of Cetera’s business and processes as well as the various departments within the organization preferred.
• Ability to de-escalate independently.
• Salesforce, NetX, and other platform reporting experience.
• Genuinely empathetic and a people person - Shows sincere concern for their customers' needs, able to build rapport with each customer, and finds joy in providing outstanding service
• Hungry for outstanding personal success and achievement - Always driving towards superior quality and results
• Positive role model to colleagues; team player mentality
• Passion for providing a world-class customer service experience to clients
• Bachelor’s degree in finance, Accounting or Business is a plus
• Additional licenses (7 and 66) is a plus
• Experience with financial systems such as NetX360, Envestnet, Docupace, SalesForce, RedTail, etc. is a plus 
• Experience working in a virtual environment is a plus

Compensation: 

The base annual salary range for this role is $75,000 to $85,000, plus a competitive performance-based bonus. Base annual salary depends on a wide array of factors, including but not limited to skill set, years and depth of experience, certifications, and location. Base annual salary may also differ significantly due to geography and cost of labor considerations.

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