Service Experience Consultant

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

Benefits offered by this job

Medical, Vision, Dental

Life Insurance

Long-term disability

401K with company matching

Paid holidays

Job summary

Cambridge Investment Research, Inc. is seeking a Service Experience Consultant to partner with Financial Professionals, staff, clients, and associates.

You will handle inquiries via phone, email, and chat, own cases from intake to resolution, and collaborate with experts to resolve complex requests. You will translate complex information into clear guidance, manage expectations with timely updates, and seek process improvements to enhance efficiency and service quality in a hybrid environment

Qualifications

• 3+ years of experience in financial services or related field.
• Strong ability to manage work accurately while delivering excellent customer service.
• Excellent verbal, phone, and written communication skills.
• Demonstrated organizational and relationship-building abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and other business 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

Organization

Problem solving

Multitasking

Tools

Microsoft Office

Job description

Job Summary

As 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.

Key Deliverables and 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

What We Are Looking For

• 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

Location:

Fairfield, IA or Phoenix, AZ- Hybrid

Hourly Rate:

$ 24-$28

Why 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 insurance
• Vacation/sick time
• 401K retirement plan with company matching program
• Eleven paid holidays

You can find more details about our comprehensive benefits packagehere.

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.