SUMMARY: The Concierge Specialist reports to the Supervisor of Concierge Support. The Concierge Team is the voice of
Kestra Financial and the primary contact for all operational needs of our clients, leading independent financial advisors and their support staff.

Members of the Concierge Team will:

• Empower advisor success through reinvention, advocacy, and integrity
• Become experts on our operational systems including AdvisorComplete and Streetscape
• Form trusted relationships with our firms
• Act as liaisons between our firms and other members of the service team
• Work closely with our partners at our custodian, NFS
• Strive to provide complete resolutions and effortless experiences for our clients
• Facilitate training needs, application improvements, and process improvements

Candidate must be able to work in a rotating, structured schedule format (shifts listed below)

• Monday – Thursday: 7:00 am – 4:00 pm, 8:00 am – 5:00 pm, 9:00 am - 6:00 pm
• Friday: 7:00 am – 4:00 pm, 8:00 am – 5:00 pm

ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, individual must be able to perform each essential duty satisfactorily:

• Work in a small team environment to assist Kestra advisors and staff in navigating our systems, products and services
• Assist advisors and their staff with questions regarding operational policies and procedures via phone and email queues
• Partner with service team members to ensure a seamless and effortless client experience
• Take approximately 25 to 40 inbound calls per day
• Respond to approximately 10 inbound emails per day
• Maintain log of communication with field, custodians, and vendors via Salesforce
• Respond to inquiries regarding the following: o Account Servicing o Kestra Financial Website o Cost Basis/Account Transactions o Transfer of Assets Status o Retirement Plans
• Demonstrate energy, empathy, and problem-solving skills
• Requires demonstration of professionalism, accountability, customer/client focus, and teamwork
• Proactively consult with Investment Advisors and their staff through knowledge sharing, efficiency training and education in order to help them manage and grow their business
• Collaborate with other support and processing departments to resolve complex inquiries

KNOWLEDGE, SKILLS, AND/OR ABILITIES:

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• Demonstrated passion for service and financial markets; strong client-focus and the desire to build relationships during each interaction
• Able to use active listening skills and focus on non-verbal cues to better understand the client’s needs and motivations; able to empathize with others' needs and respond sensitively; able to use good judgment when responding, and take action in order to successfully meet the client’s objectives
• Able to quickly learn new technology and utilize a variety of systems in order to proactively identify solutions to our firm’s needs
• Strong analytical skills and attention to detail in order to adhere to policies, procedures and guidelines
• Proven work ethic with a high level of integrity to build trust with our clients and colleagues
• Strong communication and interpersonal skills, especially the ability to listen and explain complicated subject

SUPEVISORY RESPONSIBILITIES: None

EDUCATION AND/OR EXPERIENCE:

• Two or more years in brokerage/financial services, banking, operations and client support
• Retirement Planning certifications a plus
• High school diploma/GED required
• College degree preferred

CERTIFICATES, LICENSES, REGISTRATION:

• Series 7 license preferred. Candidates that hold an active Series 7 license are eligible for a higher compensation structure.

Client Support Specialists that obtain their Series 7 while employed for Kestra will be eligible for a compensation increase.

Job Type: Full-time

Pay: $26.00 - $28.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) 6% Match
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• On-site gym
• Paid time off
• Paid training
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Customer service: 2 years (Preferred)
• Financial Services: 1 year (Preferred)

License/Certification:

• Series 7 (Preferred)

Work Location: In person