Service Escalation Specialist

The Service Escalation Specialist serves as the primary strategic liaison for complex Service and Operations escalations within an assigned Regional Growth Team. This role requires independent evaluation of issues, application of specialized knowledge, and the ability to exercise discretion and judgment in resolving high impact service matters. This role is hybrid and requires being in our Dallas, TX office 2-3 days a week.

Core Responsibilities

Strategic Service & Operations Escalation Management
•    Act as the designated point of contact and subject matter expert for STTO related escalations across assigned Regional Growth Teams, ensuring consistent, high quality resolution strategies.
•    Apply professional judgment to assess, prioritize, and resolve complex escalated cases, taking full ownership from intake through final resolution.
•    Conduct proactive analysis of open cases to identify emerging risks, prevent potential escalations, and recommend corrective actions.
•    Evaluate escalated matters holistically, determining the appropriate course of action and coordinating cross functional resources as needed.
•    Provide expert level support across a broad scope of service areas, including:
o    AdviceWorks platform guidance
o    NIGO and operational issue resolution
o    Expedited processing oversight
o    Complex service needs requiring specialized review
o    ABR and Operations coordination
•    Ensure escalated cases are resolved in alignment with established service levels, while exercising discretion to adapt solutions to unique or sensitive situations.
•    Monitor and influence pod aligned KPIs related to retention, OSAT, and TNPS, using insights to drive continuous improvement.
•    Identify at risk Advisors and promptly elevate critical service or operational concerns to the Advisor Experience Specialist for strategic intervention.
•    Capture and synthesize feedback to support ongoing enhancement of the Service Journey and operational processes.
 

Desired Knowledge, Skills, and Abilities
•    SIE and Series 7 Licensing (Preferred)
•    Bachelor’s Degree or equivalent professional experience
•    Advanced working knowledge of AdviceWorks and related operational systems
•    2 years of experience in service, operations, or a related advisory support function
•    Strong analytical and problem solving skills, with the ability to exercise sound judgment in ambiguous or high pressure situations
•    Demonstrated ability to manage competing priorities and independently drive issues to resolution
 

Minimum Required Education & Experience
•    Minimum of 1 year of experience in Service, Sales Support, and/or Relationship Service roles, with exposure to complex case handling or operational decision making

Travel Requirements
•    None
 

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