Service and Support Specialist

Job Description

Job Description

 

 

Who We Are

In an increasingly complex world where people are starving for someone they can trust, we stand for something simple: always put the client first. We do well by doing good for those we serve. It’s the ultimate measure. We believe in providing value beyond a doubt and in the notion that time will either expose you or promote you, based on your willingness to embrace change.

We serve financial advisors and investors through three entities, each headquartered in Omaha, Nebraska: Carson Wealth, Carson Coaching and Carson Partners. We provide coaching and partnership services to advisor firms – and straightforward financial advice to the investing public. We all share a common mission to be the most trusted in financial advice.

 

Who We Want

Serve as a primary point of contact for advisor firms from the earliest stages of transition through ongoing support. Partner with the Transitions team to bridge service and operational gaps, address requests outside the team’s scope, and help ensure a seamless advisor experience. Provide front-line support for multiple departments by managing incoming cases and calls, coordinating internal partners and third-party resources, and guiding requests and service issues through timely resolution. Coordinate projects and office staff training, support the continuous improvement of operational procedures, and monitor service quality, objectives, and timely completion.

 

Essential Job Functions:

• Advisor Service and Support: Serve as a primary contact for advisor offices from the earliest stages of transition through ongoing support. Conduct proactive outreach and maintain professional internal and external communication. Collaborate closely with advisors and internal partners to resolve service issues.
• Transition and Custodian Coordination : Partner with the Transitions team to bridge service and operational gaps and manage items outside the team’s scope. Facilitate communication between advisor offices and Schwab or Fidelity when additional coordination or support is needed. Provide the sole Service and Support function for Partner offices using Goldman Sachs by receiving requests and working directly with Goldman Sachs on the offices’ behalf through resolution.
• Case and Request Management : Provide front-line support for multiple departments by serving as the initial point of contact and directing requests to the appropriate resources. Receive, document, manage, and track incoming advisor requests and cases, coordinating follow-up through resolution. Answer incoming Service and Support calls, document requests accurately, and provide assistance or coordinate follow-up as appropriate.
• Internal Coordination and Team Support: Delegate tasks and responsibilities to appropriate team members as needed to address requests efficiently. Assist team members with cases and questions. Mentor Service Associates and support their professional development.• Training and Knowledge Management: Partner with the Training team to identify and address the training needs of existing offices. Collaborate with custodian partners to stay informed of developments and rule changes that must be communicated to Partner offices. Participate in ongoing training, webinars, and independent learning to maintain current, in-depth knowledge of systems, processes, products, services, custodial account capabilities, and operational application updates.
• Process and Service Improvement: Adopt and apply best practices to improve service quality and productivity. Support the development and improvement of operational processes and procedures. Coordinate projects and monitor quality, objectives, and timely completion.
• Other Duties : Perform additional tasks, duties, and responsibilities as needed or assigned by leadership to support departmental and organizational objectives.

 

What You Need

• Bachelor’s degree in business administration, finance, economics, accounting, or a related field preferred.
• Minimum of two years of experience in a service-related position preferred.
• Minimum of three years of financial services industry experience preferred.
• FINRA Series 7 and Series 66 or Series 65 licenses preferred but not required.
• Experience with financial advisor office tools, including Orion, Salesforce, Wealthscape, SAC, Goldman Sachs, eMoney, MoneyGuide, YCharts, iCapital, or similar systems preferred.
• Proficiency with Microsoft 365 applications, including Word, Access, Excel, PowerPoint, and Outlook required.
• Strong customer service skills and commitment to Partner advocacy required.
• Strong analytical, research, problem-solving, and issue-resolution skills required.
• Strong attention to detail and the ability to manage multiple concurrent priorities with precision required.
• Strong planning, organizational, project management, and time management skills required.
• Ability to compile, analyze, and present statistics and reports required.
• Ability to develop and improve processes and procedures required.
• Strong written and verbal communication skills required.

EEO Statement:

In exchange for your expertise, we offer a base salary, bonus potential, 401(k) plus matching, health benefits, and a great working environment. This is your chance to play a key role in the continued success of our company. Our culture is fast-paced, collaborative, innovative, and focused on healthy living. Carson strives to promote the health and wellness of its stakeholders by maintaining a tobacco-free workplace.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability, protected veteran status, sexual orientation, age or any other characteristic protected by law.

 

The total rewards expected for this role include:

• Starting annual base salary between $60,000 - $70,000.
• Variable compensation potential (Bonus and/or commissions)
• Competitive benefits including 401(k) with company contribution, PTO, Parental Leave, Sabbatical Leave, Medical, Dental, Vision, Health Savings Accounts, Flexible Spending Accounts, Life and AD&D Insurance, Short and Long-Term Disability, Work/Life Benefits and Holistic Wellbeing Programs.

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