Hybrid Service Experience Consultant - Financial Services

Cambridge Investment Research, Inc.; Phoenix (AZ); Hybrid; USD 33,000 - 39,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

Life insurance

Long-term disability insurance

Vacation time

Sick time

401K with company match

Paid holidays

Job summary

Cambridge Investment Research, Inc. is seeking a Service Experience Consultant to support Financial Professionals, staff, and clients across channels.

You’ll own inquiries, resolve complex service needs, and guide customers through Cambridge processes, ensuring accurate, timely service while maintaining high relationship standards. The role blends service delivery with process improvement in a hybrid environment, with emphasis on cross-department collaboration and proactive customer care.

Qualifications

• 3+ years of experience in financial services, customer service, operations, service delivery, case management, or a related field.
• Strong ability to manage work accurately while delivering excellent customer service.
• Excellent verbal, phone, and written communication skills.
• Demonstrated organizational, relationship-building, and problem-solving abilities.
• Ability to successfully manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and other business technology platforms.
• Ability to quickly learn new systems, processes, policies, and business functions.

Responsibilities

• Provide support through phone, email, case management systems, chat, and other communication channels while building strong customer relationships.
• Own customer inquiries and service cases from intake through resolution, ensuring clear communication, follow-through, and timely updates.
• Research issues, identify solutions, and collaborate with business partners and subject matter experts to resolve routine, complex, or escalated requests.
• Process operational requests accurately and efficiently while balancing service, quality, timeliness, and risk management.
• Review requests and documentation for completeness, accuracy, and compliance with company procedures and standards.
• Translate complex information into clear, actionable guidance that helps customers navigate Cambridge with confidence.
• Proactively manage expectations by providing progress updates, setting realistic timelines, and ensuring a positive customer experience.
• Identify opportunities to improve processes, reduce customer effort, and enhance operational efficiency and service quality.
• Contribute to a culture of Service Excellence by sharing knowledge, supporting change initiatives, and helping strengthen team performance

Skills

Customer service

Case management

Communication

Organizational skills

Multi-tasking

Relationship-building

Tools

Microsoft Office

Business tech platforms

Job description

Cambridge Investment Research, Inc. is seeking a Service Experience Consultant to support Financial Professionals, staff, and clients across channels.

You’ll own inquiries, resolve complex service needs, and guide customers through Cambridge processes, ensuring accurate, timely service while maintaining high relationship standards. The role blends service delivery with process improvement in a hybrid environment, with emphasis on cross-department collaboration and proactive customer care.