Contact Center Specialist
Core
First point of contact for advisors and clients to resolve service issues, troubleshoot, and process complex service requests via phone and systems.
Role type
Client Service Specialist (Contact Center)
Builds
Client service experience and advisor practice differentiation
Domain
Financial Services (Asset Management, Retirement Planning, Insurance)
Deliverable
client delivery
Required skills
customer service, troubleshooting, complex policy explanation, system data entry, account case resolution
Preferred skills
financial services industry knowledge, securities & brokerage operations, insurance sector knowledge
Responsibilities
Handle inbound/outbound calls to resolve transaction and service requests; Enter complex service requests into appropriate systems; Educate clients and advisors on new services and procedures; Process complex service transactions initiated via web or paper forms; Participate in team meetings to discuss process updates and improvements