About The Role:
The Technology Solutions Team is an established group within Baird’s Private Wealth Management, Technology Best Practices department with a mission to help Financial Advisor Teams and Clients utilize Baird’s technology offerings effectively and efficiently. We pride ourselves on providing our internal and external clients with best-in-class technology, and we are committed to coupling these tools with best-in-class technology support.
We are looking for an individual that has a passion for technology and/or financial services and the ability to deliver outstanding client service to join our team! This position offers significant exposure within the firm and our client base, and the Specialist will be expected to build and maintain relationships with our Financial Advisors, Client Specialists, Sales Management, and various corporate resource groups.
The Impact You'll Make:
- Act as a subject matter expert on our key client-facing technology, Baird Online
- Provide answers to inquiries about a client account Baird Online to the Financial Advisor, Client Specialist, and clients
- Deliver outstanding client service using a combination of effective communication and troubleshooting skills to resolve client issues and fulfill requests
- Ask appropriate probing questions to gather relevant information to aid in resolution
- Utilize knowledge management system when troubleshooting client issues
- Document, track and monitor client incidents and requests in ticketing system to ensure timely and accurate resolution
- Set client expectations when opening and assigning tickets and ensure all request/services are executed on time in accordance with service level agreements with the business
- Prioritize and escalate support incidents and requests based on business impact and documented guidelines
- Collaborate with other Baird Online team members to address escalated client requests
- Partner with Technology Product Manager to evaluate enhancement requests and support the rollout of new features
- Maintain knowledge management system with resolutions for common issues
- Make recommendations to better assist and improve the overall efficiency of daily operating procedures
- Identify trends with incoming calls to effectively initiate incident escalation process where appropriate
- Make recommendations to better assist associates and improve the overall efficiency of daily operating procedures
- Actively trains and mentors new Baird Online Service Desk team members
What You'll Bring To Baird:
- Bachelor’s degree or 3+ years of relevant professional experience required
- Ability to complete SIE, Series 7 within one year
- Advanced problem-solving skills and ability to troubleshoot a variety of issues
- Superior customer service; willingness to go “above and beyond” for your client
- Excellent written and verbal communication skills
- Professional, calm, and courteous telephone mannerisms
- Displays high initiative and works well under pressure
- Strong comfort level with technology and the ability to explain new concepts effectively to end users
- Ability to develop, build, and maintain relationships with internal and external partners
- Must have ability to multitask, shift work priorities due to business needs and work well under a deadline-driven environment
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Baird is committed to diversity and provides employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, citizenship, national origin, age, disability, military service, veteran status, sexual orientation, gender identity or expression, genetic information, or any other status protected by law.
Skills Required
- Bachelor's degree or 3+ years of relevant professional experience
- Ability to complete SIE and Series 7 within one year
- Advanced problem-solving and troubleshooting skills
- Superior customer service and client-facing skills
- Excellent written and verbal communication skills
- Professional, calm, and courteous telephone mannerisms
- High initiative and ability to work well under pressure
- Comfort with technology and ability to explain concepts to end users
- Ability to build and maintain relationships with internal and external partners
- Ability to multitask, reprioritize work, and meet deadlines in a fast-paced environment
- Passion for technology and/or financial services and ability to deliver outstanding client service
Baird Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Baird and has not been reviewed or approved by Baird.
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Retirement Support — Retirement offerings are positioned as a major strength, including a strong 401(k) with matching and profit-sharing contributions, plus access to financial planning support. Long-term wealth building is further reinforced through employee ownership and stock purchase opportunities.
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Leave & Time Off Breadth — Time-off benefits are framed as generous, including unlimited PTO in some descriptions, paid holidays, and paid volunteer time. Flex time and work-from-home options are also included as part of the broader work-life package.
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Healthcare Strength — Health coverage is described as comprehensive, spanning medical, dental, vision, and mental health support, alongside wellness programs and HSA/FSA options. Preventive care and employer contributions toward HSA/deductibles are highlighted as part of the design.
Baird Insights
What We Do
Founded in 1919, Baird has guided families, businesses, communities and institutions toward their financial goals for a century. Today employee-owned Baird offers wealth management, investment banking, asset management, institutional sales and trading, equity research, public finance and private equity services through more than 160 offices in the United States, Europe and Asia. Baird manages and oversees more than $305 billion in assets for clients around the world and employs more than 4,600 associates. Baird has been one of FORTUNE’s 100 Best Companies to Work For® since 2004, and is committed to policies and practices that provide equal employment opportunity at all times. These non-discriminatory practices apply to all areas of employment including: hiring, promotions, terminations, compensation, benefits and educational opportunities. “Baird” is the marketing name for Robert W. Baird & Co., Incorporated and subsidiaries and affiliates worldwide. For more information, please visit www.rwbaird.com.
