Service Experience Team Lead

Cetera is currently seeking a Service Experience Team Lead for our Resource Center team located in St. Cloud, MN. This is a unique opportunity to join our team in providing operational support and world-class customer service to our clients. There is potential for this to be a hybrid role based on a successful training period.

Core Responsibilities:

• Supporting the Level-1 and Level-2 associates:
  • Resolve conflicts before further escalation.
  • Conferring with the fell associates to come up with solution that works for both sides.
  • Coach members on achieving goals and developing necessary skills that get results.
• AW Support Center:
  • Take ownership of assigned cases. Ensure necessary steps are taken to resolve promptly. Demonstrate strong research skills to investigate and determine appropriate course of action for escalated cases.

  • Exhibit excellent follow up skills to track the progress of cases, maintain communication with stakeholders, and ensure timely resolution.

• Chat and Phone Support

  • Work alongside our Level-1 associates via chat to provide options to resolve difficult phone calls.
  • Minimal Back-Up Support on phones when volumes have exceeded a manageable level for Level-1.
• Escalation processing
  • Understand the intricacies of processing escalations.
  • Comprehend the reason behind each escalation.
• Account Information Management
  • Demonstrate knowledge of how and where to review account information.
  • Determine the status of a request within the processing pipeline.
• Documentation Analysis:
  • Assess what actions have been taken so far.
  • Examine the submitted paperwork to very accuracy.
• Communication Tracking:
  • Keep track of interactions with Advisors, Administrators, or Clients to maintain transparency and accountability.
  • Identify who the relevant parties are currently working with or have spoken to.
• Salesforce Case Management:
  • Utilize Salesforce to retrieve and analyze existing cases related to the same issue.
  • Research and determine appropriate next steps based on the gathered information.
  • Initiate contact with the relevant department or individual when necessary
• Project Work
• Thoroughly review and process financial transactions, such as journals, distributions, and checks requests, with meticulous attention to details to ensure accuracy and compliance.
• Possess effective written and verbal communication skills to interact with advisors, administrators, clients, and internals teams.
• Maintain department documentation
  

Required Knowledge, Skills, and Abilities:

• Friendly: Approach tasks and interactions with a positive and friendly demeanor, fostering a collaborative and supportive work environment.
• Work Well Under Pressure: Ability to thrive in a fast-paced environment and handle escalated cases with composure and efficiency.
• Systems Knowledge: Proficient in using financial system, including Netx360, AdviceWorks, Smartworks, Salesforce, Docupace and other resources.
• Processing Experience: Prior experience in processing financial transactions such as journals, distributions, and check requests are highly desirable.
• Understanding of New Accounts: Familiarity with various types of accounts, the new account process, required paperwork and the ability to accurately complete documentation.
• Interest in providing direction, coaching to others

Desired Knowledge, Skills, and Abilities:

• Bachelor’s degree or equivalent experience
• Licensing (SIE or other FINRA Licensing)
• Previous leadership/mentoring experience
• Demonstrated experience delivering excellent problem resolution, organizational and follow-up skills
• Familiarity with Schwab, Fidelity or Pershing in systems like Orion and Envestnet

Minimum Required Education & Experience:

• High School diploma or equivalent

• 4 years of related experience in financial service/call center
  

Travel Requirements: Up to 10%

Compensation:

The base hourly salary range for this role is $25.50 - $35.10, 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.

#LI-Onsiite

#LI-Hybrid

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 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 an independent financial advisor network and 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 retail independent broker-dealers encompassing, among others, Cetera Advisors , Cetera Advisor Networks , Cetera Financial Institutions, and Cetera Financial Specialists .

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 the 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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