Cetera Financial Group
Customer Service Operations Specialist
Cetera Financial Group, El Segundo, California, United States, 90245
Cetera Financial Group is dedicated to providing world-class operational support and customer service to clients across our Advisory Programs. We’re looking for a motivated
Specialty Operations Professional
2 to join our team and make a meaningful impact in the lives of our clients by ensuring seamless account operations, handling complex inquiries, and driving cross-functional collaboration. This is a unique opportunity to advance your career while developing specialized knowledge in the advisory and brokerage space.
What You Will Do:Manage Advisory Accounts:
Set up, maintain, and troubleshoot advisory accounts across Cetera's programs, ensuring timely and accurate resolution of work items.Leverage Industry Knowledge:
Apply your understanding of advisory operations, including brokerage operations such as New Accounts, Money Movement, and Maintenance, to support our clients and advisors.Achieve Key Metrics:
Collaborate with your Operations Lead and/or Team Lead to understand role expectations, meet Service Level Agreements (SLAs), and achieve performance metrics.Cross-Train and Mentor Team Members:
Provide foundational knowledge and support for Specialty Operations team members, enhancing overall team capability and coverage across different workflows.Proactive Problem Solving:
Identify, troubleshoot, and resolve potential issues in operational processes, ensuring minimal disruption to clients and maintaining operational integrity.Engage with Stakeholders:
Respond to inquiries from internal and external customers using Salesforce, email, mail, and phone, providing timely and solutions-focused responses.Handle Complex Cases:
Conduct in-depth research on customer accounts and respond accurately and efficiently to high-priority cases.Maintain Communication Channels:
Effectively communicate escalations, operational updates, and ideas with Team Leads, Operations Leadership, and cross-functional partners.Master Key Tools and Systems:
Gain proficiency in Docupace, NetX360, AdviceWorks, MAA, Salesforce, and SmartWorks, using these tools to streamline processes and improve service delivery.Support Financial Planning Operations:
Assist clients and advisors across various communities by offering operational support for Financial Planning functions.Compliance and Quality Assurance:
Participate in compliance audits, meet quality metrics, and adhere to all team processes and regulatory requirements.Drive Customer Satisfaction:
Partner with team members to ensure advisors receive consistent, high-quality support and service.
What You Will Have:High School Diploma or GED (required)Proficiency in MS Office tools
What is nice to have:Bachelor’s degree in a relevant fieldSeries 99, 6, or 7 license (a plus)Demonstrated ability to multi-task and handle multiple priorities while adhering to deadlines and regulatory requirementsStrong organizational, follow-up, and problem-solving skills
LI-Hybrid
Specialty Operations Professional
2 to join our team and make a meaningful impact in the lives of our clients by ensuring seamless account operations, handling complex inquiries, and driving cross-functional collaboration. This is a unique opportunity to advance your career while developing specialized knowledge in the advisory and brokerage space.
What You Will Do:Manage Advisory Accounts:
Set up, maintain, and troubleshoot advisory accounts across Cetera's programs, ensuring timely and accurate resolution of work items.Leverage Industry Knowledge:
Apply your understanding of advisory operations, including brokerage operations such as New Accounts, Money Movement, and Maintenance, to support our clients and advisors.Achieve Key Metrics:
Collaborate with your Operations Lead and/or Team Lead to understand role expectations, meet Service Level Agreements (SLAs), and achieve performance metrics.Cross-Train and Mentor Team Members:
Provide foundational knowledge and support for Specialty Operations team members, enhancing overall team capability and coverage across different workflows.Proactive Problem Solving:
Identify, troubleshoot, and resolve potential issues in operational processes, ensuring minimal disruption to clients and maintaining operational integrity.Engage with Stakeholders:
Respond to inquiries from internal and external customers using Salesforce, email, mail, and phone, providing timely and solutions-focused responses.Handle Complex Cases:
Conduct in-depth research on customer accounts and respond accurately and efficiently to high-priority cases.Maintain Communication Channels:
Effectively communicate escalations, operational updates, and ideas with Team Leads, Operations Leadership, and cross-functional partners.Master Key Tools and Systems:
Gain proficiency in Docupace, NetX360, AdviceWorks, MAA, Salesforce, and SmartWorks, using these tools to streamline processes and improve service delivery.Support Financial Planning Operations:
Assist clients and advisors across various communities by offering operational support for Financial Planning functions.Compliance and Quality Assurance:
Participate in compliance audits, meet quality metrics, and adhere to all team processes and regulatory requirements.Drive Customer Satisfaction:
Partner with team members to ensure advisors receive consistent, high-quality support and service.
What You Will Have:High School Diploma or GED (required)Proficiency in MS Office tools
What is nice to have:Bachelor’s degree in a relevant fieldSeries 99, 6, or 7 license (a plus)Demonstrated ability to multi-task and handle multiple priorities while adhering to deadlines and regulatory requirementsStrong organizational, follow-up, and problem-solving skills
LI-Hybrid