Strategic Account Manager

Advisor Group Inc.; Connecticut; Hybrid; USD 55,000 - 75,000; Full time

Job summary

Osaic is seeking a Strategic Account Manager in Financial Services to support over 11,000 Financial Professionals nationwide. This remote, full-time role focuses on white-glove service, handling calls and processing, and building strong relationships with program stakeholders.

The role emphasizes customer support over sales, requires 3+ years of service experience, proficiency with DocuPace and Microsoft Office, and a proactive, detail-driven mindset.

Qualifications

• 3+ years of customer service or contact center experience.
• Experience with DocuPace system
• Proficiency at Microsoft Word, Excel, Internet Explorer, Outlook, PowerPoint.
• Excellent communication & organizational skills.
• Quick learner with basic technical skills to navigate through various systems.
• STRONG customer focus orientation.
• High attention to detail, analytical mindset, and problem-solving skills.
• Be able to work independently and maintain elevated levels of quality.
• Self-motivated individual capable of meeting departmental expectations and deadlines
• Ability to participate and contribute to a team environment.

Responsibilities

• Serve as a primary point of contact for assigned delegated programs, ensuring timely and accurate support.
• Manage day-to-day program activities, including answering phone calls and responding to Service Central tickets.
• Build and maintain relationships with program stakeholders and internal teams.
• Conduct client and program calls, providing updates and addressing questions.
• Process transactions including new accounts, money movements, and account maintenance.
• Support delegated programs with reporting and system-related requests.
• Identify and elevate issues as needed to ensure timely resolution.
• Collaborate with Operations and other teams to support program needs.
• Provide training and act as a resource to team members, including assisting with questions and sharing knowledge.

Skills

Customer service

Communication

Problem solving

Attention to detail

Teamwork

Education

Bachelor's degree preferred

High school diploma or equivalent required

Tools

DocuPace system

Microsoft Word

Excel

Outlook

PowerPoint

Internet Explorer

Job description

Osaic Careers Customer Service Opportunity in Financial Services Strategic Account Manager

Location(s): Remote

Role Type: Full-time, Non-Exempt

Salary: 65,000.00 per year + annual performance-based bonus

Actual compensation offered will be determined individually, based on a number of job-related factors, including location, skills, licensure, experience, and education.

Summary:

As a member of our customer-facing organization, you will engage directly with our customers – over 11,000 Financial Professionals across the country, helping grow and support their firms. As part of the Strategic Accounts team in Operations, you will work closely with our top tier programs, providing white glove service on both phone and processing. A collaborative and entrepreneurial approach will drive success as you learn and navigate all aspects of Financial Professional support. Your contributions will ensure that our Financial Professionals get best-in-class service in every interaction with the Osaic Institutions Strategic Team. Our Strategic Account Managers receive robust training prior to moving onto the “floor” taking calls and processing transactions for our network of top tier Financial Professionals and Institutions. Support is related to a variety of service-related issues with exceptional experience as the goal. These are not sales roles, rather they are truly support and education experts. Our teams work Monday through Friday schedules, and these positions are eligible for overtime.

Education Requirements:

Bachelor’s degree preferred, high school diploma (or equivalent) in combination with significant experience will be considered in lieu of degree. Minimum of high school diploma or equivalent is required.

Responsibilities:

• Serve as a primary point of contact for assigned delegated programs, ensuring timely and accurate support
• Manage day-to-day program activities, including answering phone calls and responding to Service Central tickets
• Build and maintain relationships with program stakeholders and internal teams
• Conduct client and program calls, providing updates and addressing questions
• Process transactions including new accounts, money movements, and account maintenance
• Support delegated programs with reporting and system-related requests
• Identify and elevate issues as needed to ensure timely resolution
• Collaborate with Operations and other teams to support program needs
• Provide training and act as a resource to team members, including assisting with questions and sharing knowledge

Basic Requirements:

• 3+ years of customer service or contact center experience.
• Experience with DocuPace system
• Proficiency at Microsoft Word, Excel, Internet Explorer, Outlook, PowerPoint.
• Excellent communication & organizational skills.
• Quick learner with basic technical skills to efficiently navigate through various systems.
• STRONG customer focus orientation.
• High attention to detail, analytical mindset, and problem-solving skills.
• Be able to work independently and maintain elevated levels of quality.
• Self-motivated individual capable of meeting departmental expectations and deadlines
• Ability to participate and contribute to a team environment.

Preferred Requirements:

• 5+ years' experience in financial services operations or broker-dealer setting.
• Bachelor's degree in business, Finance or related field is preferred
• CRM experience / Salesforce experience.
• Completion of FINRA SIE exam.
• FINRA Series 7 license, other FINRA licenses.