Remote Team Success & Process Improvement Specialist

Advisor Group; United States; Remoto; USD 65.000 - 70.000; Tempo integral

Benefícios oferecidos por esta vaga

Health insurance

Vision insurance

Dental insurance

401k

Paid time off

Volunteer days

Resumo da vaga

Osaic is seeking a Team Success Specialist for the Highland Capital Brokerage unit. This role combines strategic process improvement with day-to-day customer support, working across Operations and business-unit SMEs to enhance service and engagement.

You will handle inquiries, drive workflow efficiency, and collaborate with leaders while maintaining high client and employee satisfaction in a dynamic environment. This position offers remote work options in the US.

Qualificações

• Minimum 3–5 years of customer support or related experience.
• Strong understanding of processes and their impact on customers.
• Ability to adapt to frequent, unexpected changes.
• Excellent communication, with attention to detail.
• Organizational skills to manage multiple tasks.

Responsabilidades

• Partner with management and teams to review and revise workflows.
• Improve customer experience and include customers in CX strategy.
• Coach teams to drive advisor satisfaction, service, quality, and productivity.
• Serve as a key contact to leaders, explaining process and strategy.
• Provide backup support and ensure service continuity.
• Respond to customer queries via phone, email, social media, or chat.
• Document processes and log issues and customer feedback.
• Escalate issues when needed and guide staff through changes.
• Collaborate to meet/exceed service levels and goals.

Conhecimentos

Customer service experience

Communication skills

Adaptability

Organizational skills

Problem-solving

Team collaboration

Formação

Bachelor's Degree Preferred

HS Diploma or GED + significant experience

Ferramentas

Salesforce

Highland Brokerage

Agency Integrator

Paperclip

Yammer

Slido

Descrição da vaga

Osaic is seeking a Team Success Specialist for the Highland Capital Brokerage unit. This role combines strategic process improvement with day-to-day customer support, working across Operations and business-unit SMEs to enhance service and engagement.

You will handle inquiries, drive workflow efficiency, and collaborate with leaders while maintaining high client and employee satisfaction in a dynamic environment. This position offers remote work options in the US.