**Responsibilities** : + Respond to complex client questions + Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required. + Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required. + Make calls (by telephone or video call) to allocated Financial Advisors and their teams to develop new relationships. Act as a first point of contact for resolving client queries and complaints. + Provide exceptional service to Financial Advisors and their teams. + Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. + Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. **Skills** : + Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for Financial Advisors and their teams. Typically works without supervision and may provide technical guidance. + Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance. + Works with full competence to navigate conversations in which the Financial Advisor is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance. + Works with full competence to connect with Financial Advisors and their teams to strengthen the relationship, meeting personal needs through positive client experiences. Typically works without supervision and may provide technical guidance. + Works with full competence to make every client interaction positive by leaving the Financial Advisor and their team feeling understood, appreciated, and confident in the organization's ability. Typically works without supervision and may provide technical guidance. + Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution. + Works with guidance (but not constant supervision) to acknowledge and ask questions to understand the circumstances surrounding client indifference. + Works with guidance (but not constant supervision) to articulate why a client does or does not want a change based on their business objectives and challenges. **Licenses/Certifications** + **SIE required** (prior to start) _provided that an exemption or grandfathering cannot be applied._ + **Series 7 License** **required,** _or ability to obtain within six (6) months._ + **Series 63 (or 66) License** **required** , _or ability to obtain within six (6) months._