Service Experience Consultant

Cambridge Investment Research; Fairfield (IA); Hybrid; USD 33,000 - 39,000; Full time

Job summary

Cambridge Investment Research is seeking a Service Experience Consultant to serve as a trusted partner to Financial Professionals, staff, clients, and associates by delivering responsive, accurate support across multiple channels.

You will own inquiries and service cases from intake through resolution, coordinate across departments, and translate complex information into clear guidance, with a focus on service excellence and risk management.

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.
• Organizational, relationship-building, and problem-solving abilities.
• Ability to 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

Communication skills

Organization

Relationship-building

Problem-solving

Microsoft Office

Job description

Job SummaryKey Deliverables and ResponsibilitiesAs a Service Experience Consultant , you'll serve as a trusted partner to Financial Professionals, their staff, clients, and fellow associates by delivering responsive, accurate, and solution-focused support. In this role, you'll blend customer service, operational processing, case ownership, and relationship management to help customers navigate Cambridge with confidence. You will act as an extension of the Financial Professional's team, coordinating across departments, resolving complex service needs, and creating an outstanding experience in every interaction.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 performanceWhat We Are Looking For3+ 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 functionsLocation: Fairfield, IA or Phoenix, AZ- HybridHourly Rate: $ 24-$28Why Cambridge?Cambridge has competitive benefits and promotes a work/life balance to encourage individual success.Premium benefit package including medical, vision, dental, life and long-term disability insuranceVacation/sick time401K retirement plan with company matching programEleven paid holidaysYou can find more details about our comprehensive benefits package here .Cambridge Overview:Cambridge is a financial solutions firm that provides business support services to thousands of independent financial advisors. These advisors offer personalized investment services including wealth management, financial planning, and retirement services to individuals and families across the country. Cambridge provides significant compliance, technology, and transaction processing support to these financial advisors and their offices.