Advisor Services Specialist
3 weeks ago
Toronto, ON
Position Overview
The Advisor Services Specialist ensures a positive service experience for Advisor and Branch teams by providing exceptional support for all operational and digital platform inquiries. They are accountable for designated branch locations and will liaise and maintain relationships between the business, Advisor Service Centre (ASC) and carrying broker. Key responsibilities include responding to service inquiries from Advisor and Branch Teams, managing branch check-ins and actively monitoring open service inquiries to ensure successful resolution, and identifying common themes and recommending solutions to improve experience for designated branches. The Advisor Services Specialist is a first point of contact for incoming support issues and requests across email and phone channels and will engage with ASC team members for support and escalations.
Duties And Responsibilities
- Functions as the key contact to respective business units, working closely with the branch management team to manage expectations, resolve issues and follow up with appropriate parties
- Accountable for service delivery for the branch and maintaining an interactive, supportive and informative branch check in process where both teams are learning from each other
- Conduct incoming email triage and routing with the ability to quickly understand stakeholder needs from basic questions to complex support
- Assign operational and platform requests/queries to appropriate queues and route to the appropriate team and tier
- Drive continuous improvement by identifying, suggesting and actively participating in process improvements
- Support level 1 and escalated platform and operational queries
- Handle all incoming requests by phone, email or other channels and responds to advisor team questions and issues
- Prioritize advisor team inquiries/needs and collaborate with other teams as appropriate to resolve advisor queries and issues
- Provide clear, friendly, and encouraging written communication to convey prompt, compassionate, and accurate information
- Work through potentially complicated and emotionally charged situations with deep empathy and a solution-focused outlook
- Proactively alert management of escalations or potential service disruptions and assist as needed
- Ensure necessary due diligence is taken to support the accuracy of all requests and enquiries
- Understand and apply department operating policies and procedures
- Strong background in customer service that will be reflected in professional client interaction, ability to build relationships, and quality of service delivered
- Team player, displays passion, empathy and an appropriate sense of urgency for servicing clients
- Exercises strong decision-making skills and uses sound judgment
- Experience successfully overseeing and implementing customer experience improvement plans & strategies to ensure customer loyalty
- Experience establishing and growing relationships with all key stakeholders in the organization
- An excellent listener with strong communication and conflict resolution skills,
- Ability to work in a fast-paced dynamic environment with multiple stakeholders
- Ability to work independently with minimal guidance
- Very thorough and detailed oriented
- Comfortable with technology and able to explain features to others, with an appreciation for how digital solutions can be used to drive efficiency and effectiveness
- Minimum 5 years experience in financial services, preferably within brokerage or wealth management in a sales assistant or other front office capacity
- Completion of Canadian Securities Course (CSC) preferred
- Post secondary education in business or a related discipline, or an appropriate combination of education and experience required
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