[Hiring] Team Success Specialist @Advisor Group

Role Description

As a Team Success Specialist at HCB, you have the chance to be a part of an industry-leading department in Business Operations. You will act as a strategic partner in your assigned functional area, assisting with the prioritization and execution of continuous improvement initiatives. Your responsibilities include:

• Partnering with management and team members of assigned departments in the review and revision of current processes and workflows.
• Actively looking for ways to improve customer experience, incorporating customers into the CX service strategy.
• Effectively coaching to drive team results for advisor satisfaction, service, quality, and productivity aligned to department objectives.
• Serving as a key contact to leaders within teams, representing process and service details as well as strategy.
• Focusing on employee engagement while balancing productivity.
• Developing and maintaining internal relationships to resolve service issues.
• Identifying and addressing operational and organizational challenges that impact the team.
• Raising red flags wherever the business process needs correction to ensure a seamless customer experience.
• Showing empathy when customer and/or employee issues arise.
• Adopting changing business needs and guiding employees through shifting priorities.
• Actively seeking opportunities to expand own sphere of influence through networking, knowledge sharing, and collaboration.
• Acting as the primary point of contact with qualifying advisors and their staff, primarily via phone, email, and service requests.
• Utilizing Salesforce, Paperclip, Highland Brokerage, and Agency Integrator to process and research customer requests in a timely manner.
• Educating financial professionals on where to find information online.
• Paying close attention to detail and processing work accurately.
• Partnering to resolve complex issues that may involve multiple departments.
• Working independently to make decisions regarding resolution of issues.
• Exercising judgment to know when to escalate issues to management or senior personnel.
• Taking ownership of service failures and staying involved throughout the service recovery process.
• Working collaboratively with team members to ensure high-level service and team goals are met.
• Responding to customer queries in a timely and effective manner via various communication channels.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Providing backup support for other team members and coordinating service continuity during any work absence.
• Providing peer-to-peer training.
• Meeting/exceeding quality and production goals.
• Partnering with department leadership to ensure that all published Service Levels are met/exceeded.
• Staying abreast of industry changes, business processes, and firm rules.
• Assisting with other projects as needed.
• Increasing positive employee experiences that create value and satisfaction, retention, and growth.
• Promoting employee engagement and communication through various tools.
• Partnering with leadership to gauge employee performance and satisfaction through surveys.

Qualifications

• Bachelor’s Degree Preferred, H.S. Diploma or GED certificate + Significant Practical Experience will be considered.

Requirements

• A minimum of 3-5 years of customer support experience or relevant experience in operations, customer service, project management, or related field.
• Strong knowledge of processes and impact on the customer.
• Ability to cope with and persevere through frequent and unexpected changes.
• Strong interpersonal skills - exceptional oral and written communication skills with a strong attention to detail.
• Excellent organizational skills, with the ability to handle multiple tasks.
• Ability to display relentless poise in a fast/high pressure and demanding environment with a heightened level of advisor dedication.
• Outstanding professional presence and positive customer service attitude.

Benefits

• Competitive salary: $65,000 - $70,000 per year + annual bonus.
• Health, vision, and dental insurance.
• 401k.
• Paid time away.
• Volunteer days.
• Additional benefits available on the careers page.