Service Officer

at  Cetera Financial Group

Cetera Advisor Networks was built on the belief that financial professionals could reach greater success by joining a high-performing, regionally focused team and our personalized service models and peer network build strong relationships that help financial professionals thrive. This is a unique opportunity to join a team whose goal is to deliver an outstanding service and support experience to our financial professionals and their staff. To drive efficiency, satisfaction and issue resolution specializing in operational and service-related escalations.
We are currently seeking a Service Officer to add to our team in one of our office hubs. This is a hybrid position, 1-2 days in office: Enfield, CT; Atlanta, GA; Schaumburg, IL; St Cloud, MN; St Paul, MN; Des Moines, IA; Denver, CO; El Segundo, CA; San Diego, CA; Dallas, TX.

• The Service Officer will serve as one of the primary points of escalation for the Regional Directors, and Advisors within those regions. The Service Officer will play a critical role in assisting with the day-to-day efficiencies to deliver an outstanding service and support experience to advisors, the Regional Director, and staff; to drive efficiency, satisfaction, NPS, and engagement, specializing in operational, compliance, and supervision escalations.
• This individual is knowledgeable in all aspects of Cetera business and systems and able to assist in a variety of projects and other assignments as needed to support the growth of the organization. S/he will work in a fast-paced, evolving, high-volume environment and thrive in a matrix reporting structure.
• This position requires a self-motivated individual with critical-thinking skills, the ability to work in a fast-paced, evolving, high-volume team-driven environment, and demonstrate excellent customer service and leadership skills.
• Lead coordination of escalations related to complex issues involving multiple departments. Own items through resolution and coordinate communications with the Relationship Support Specialist and the advisor.
• Support aligning internal resources, coaching, training, and direct support to address productivity gaps.
• Proactively provide service and operations insights to Advisor offices and their staff.
• Responsible for logging and creating a ticket for all issues that come from Advisors or the Relationship Support Specialist.
• Be an advocate to improve all aspects of advisor interaction with the firm – from onboarding to operational, to providing critical messaging on firm objectives, policy changes, operational improvements, and advisor retention.
• Proactively identify synergies and promote and drive a One Cetera Culture.
• Drive advisor adoption of Cetera services, tools, and technology and promote higher levels of efficiency, profitability and growth.
• Coordinating information among various departments and people, systems, and/or advisors and their staff.
• Collaborate and build relationships internally and externally.