Service Experience Consultant

EPC Eneric Petroleum Corp.; United States; Hybrid; USD 33,000 - 39,000; Full time

Benefits offered by this job

Medical, vision, dental, life and long

Long-term disability insurance

401K with company matching

Eleven paid holidays

Job summary

Cambridge is a financial solutions firm providing support to thousands of independent financial advisors and their offices nationwide.

The Service Experience Consultant collaborates across departments to resolve complex service needs, owns cases from intake to resolution, and delivers an outstanding customer experience through multiple channels. Location options include Fairfield, IA or Phoenix, AZ with hybrid work and competitive benefits.

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

• Own customer inquiries and service cases from intake through resolution, ensuring clear communication and timely updates.
• Translate complex information into clear, actionable guidance for customers.
• Proactively identify opportunities to improve processes and reduce customer effort.
• Contribute to a culture of Service Excellence by sharing knowledge and supporting change initiatives.

Skills

Customer service

Communication

Organization

Problem solving

Relationship-building

Multi-tasking

Adaptability

Tools

Microsoft Office

Case management systems

Job description

Job Summary Key Deliverables and Responsibilities

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. 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 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.

At Cambridge, we’re not just offering a job — we’re inviting you to join a community where you can make a real impact and grow a fulfilling career. With exceptional development opportunities and a team that truly supports your success, you’ll have everything you need to thrive. Learn more about working at Cambridge here.

Culture is at the core of who we are.

We believe great things happen when people work together in a supportive, balanced, and collaborative environment. At Cambridge, your voice matters, friendships flourish, and you’ll always feel part of something bigger. Discover our culture here.