Service Experience Team Lead

Cetera Financial Group

Dallas (TX)

Hybrid

USD 38,572 - 52,348

Full time

14 days+

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Benefits offered by this job

Inclusive health, dental, vision, and life insurance

20+ days of paid time off

401(k) Savings plan with a company contribution

Paid parental leave

Mental health benefits

Job summary

A financial services company in Dallas is seeking a Service Experience Team Lead to provide operational support and ensure world-class customer service. In this hybrid role, the ideal candidate will support Level-1 associates, resolve conflicts, and coach team members, with a focus on processing financial transactions and account management. Prior experience in financial services is essential, along with strong communication and leadership skills. Competitive compensation and benefits are offered.

Qualifications

4 years of related experience in financial services or call center.
Familiarity with various types of accounts and documentation requirements.
Interest in coaching and developing skills in others.

Responsibilities

Support Level-1 associates and resolve conflicts.
Coach team members on achieving goals.
Handle escalated cases and manage account information.

Skills

Familiar with Annuities

Friendly demeanor

Work well under pressure

Processing financial transactions

Effective written and verbal communication

Education

High School diploma or equivalent

Tools

Salesforce

Netx360

AdviceWorks

Job description

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Cetera Financial Group provided pay range

This range is provided by Cetera Financial Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$28.00/hr - $38.00/hr

Direct message the job poster from Cetera Financial Group

Cetera is currently seeking a Service Experience Team Lead for our MVP Advisor Service team. This is a unique opportunity to join our team in providing operational support and world-class customer service to our clients. There is potential for this to be a hybrid role based on a successful training period. This is a hybrid role.

Core Responsibilities:

Supporting the Level-1 associate
Resolve conflicts before further escalation
Conferring with the fell associates to come up with solution that works for both sides
Coach members on achieving goals and developing necessary skills that get results
AW Support Center: Take ownership of assigned cases. Ensure necessary steps are taken to resolve promptly. Demonstrate strong research skills to investigate and determine appropriate course of action for escalated cases
Exhibit excellent follow up skills to track the progress of cases, maintain communication with stakeholders, and ensure timely resolution
Chat and Phone Support: Work alongside Level-1 associates via chat to provide options to resolve difficult phone calls
Minimal Back-Up Support on phones when volumes have exceeded a manageable level for Level-1
Understand the intricacies of processing escalations
Comprehend the reason behind each escalation
Account Information Management: Demonstrate knowledge of how and where to review account information
Determine the status of a request within the processing pipeline
Documentation Analysis: Assess what actions have been taken so far; examine the submitted paperwork for accuracy
Communication Tracking: Keep track of interactions with Advisors, Administrators, or Clients to maintain transparency and accountability; identify current relevant contacts
Utilize Salesforce to retrieve and analyze existing cases related to the same issue
Research and determine appropriate next steps based on the gathered information
Initiate contact with the relevant department or individual when necessary
Project Work: Facilitate peer training sessions to enhance team knowledge and ensure consistency in processes
Review and process financial transactions (journals, distributions, checks) with meticulous attention to accuracy and compliance
Possess effective written and verbal communication skills to interact with advisors, administrators, clients, and internal teams
Other duties as assigned by management

Required Knowledge, Skills, and Abilities:

Familiar with Annuities, Life Events (Death and Divorce), and understanding of Qualified Retirement Plans
Must understand the Firelight tool
Friendly: Approach tasks and interactions with a positive and friendly demeanor
Work Well Under Pressure: Thrive in a fast-paced environment and handle escalated cases with composure
Systems Knowledge: Proficient in using financial systems including Netx360, AdviceWorks, Smartworks, Salesforce, Docupace and other resources
Processing Experience: Prior experience in processing financial transactions such as journals, distributions, and check requests
Understanding of New Accounts: Familiarity with various types of accounts, the new account process, required paperwork and accurate documentation
Interest in providing direction and coaching to others

Desired Knowledge, Skills, and Abilities:

Bachelor’s degree or equivalent experience
Licensing (SIE or other FINRA Licensing)
Leadership/mentoring experience
Experience delivering problem resolution, organizational and follow-up skills
Familiarity with Schwab, Fidelity or Pershing in systems like Orion and Envestnet

Minimum Required Education & Experience:

High School diploma or equivalent
4 years of related experience in financial services/call center

Travel Requirements: Up to 10%

Compensation:

The base annual salary range for this role is $31.75 to $41.35 an hour, plus a competitive performance-based bonus. Base annual salary depends on a wide array of factors, including but not limited to skill set, years and depth of experience, certifications, and location. Base annual salary may also differ significantly due to geography and cost of labor considerations.

About Us

What we give you in return:

Not many teams can say that they support people’s dreams coming to life… We happen to do that every day. And as important as we know your career is, we recognize that there’s a whole lot more to life. To ensure that our Employees can make the most of their time outside of working hours, we offer a competitive salary and for full-time roles, a benefits package including:

Inclusive health, dental, vision and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship
Easy access to mental health benefits to meet our team members and their families where they are
20+ days of paid time off (PTO), paid holidays, and 2 paid wellness days
401(k) Savings plan with a generous company contribution (up to 5%) and access to a financial professional
Paid parental leave to support all team members with birth, adoption, and foster
Health Savings and Flexible Spending Account options to help save on healthcare, daycare, commuting, etc.
Employee Assistance Program (EAP), LifeLock, Pet Insurance and more

Cetera Financial Group (Cetera) is a leading network of independent retail broker-dealers empowering the delivery of objective financial advice to individuals, families and company retirement plans across the country through trusted financial advisors and financial institutions. Cetera is an independent financial advisor network and a leading provider of retail services to the investment programs of banks and credit unions.

Through its multiple distinct firms, Cetera offers independent and institutions-based advisors the benefits of a large, established broker-dealer and registered investment adviser, while serving advisors and institutions in a way that is customized to their needs and aspirations. Advisor support resources offered through Cetera include award-winning wealth management and advisory platforms, comprehensive broker-dealer and registered investment adviser services, practice management support and innovative technology.

“Cetera Financial Group” refers to the network of retail independent broker-dealers encompassing, among others, Cetera Advisors, Cetera Advisor Networks, Cetera Financial Institutions, and Cetera Financial Specialists.

Cetera Financial Group is committed to providing an equal employment opportunity for all applicants and employees. For us, this is the only acceptable way to do business. Accordingly, all employment decisions at Cetera Financial Group, including those relating to hiring, promotion, transfers, benefits, compensation, and placement, will be made without regard to race, color, ancestry, national origin, citizenship, age, physical and/or mental disability, medical condition, pregnancy, genetic characteristics, religion, gender, gender identity, gender expression, sexual orientation, marital status, U.S. military status, political affiliation, or any other class protected by state and/or federal law.

Agencies please note: this recruitment assignment is being managed directly by Cetera’s Talent Acquisition team. We will reach out to our preferred agency partners in the rare instance we require additional talent options. Your respect for this process is appreciated.

Please review our Workforce Privacy Policy for details on what information we collect and the purposes for collection.

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