The Subject Matter Expert is responsible for maintaining high standards of customer service for the clients of Orion. This position will work closely with other service team members to ensure the services received by the client are accurate based on the contract terms.

Essential Functions of the Job

• Responds to customer requests via phone, email, chat in timely and professional manner.
• Provides training and best practice procedures to external clients on the Orion system.
• Leads face to face discussions and training during customer office visits and/or conferences.
• Provides assistance in testing functionality during scheduled build weeks.
• Maintains and upholds the standards which have been set for the Orion Service teams.
• Analyzes client requests and deduces and explores possible solutions or forwards request on to appropriate department following-through until resolution.
• Counsels advisors regarding best practices, policies and procedures, as well as providing advice on how to handle situations encountered or requests.
• Provides assistance in growing business with client by highlighting additional features which would benefit clients overall package offering.
• Collaborates with other operations departments to research and resolve client issues and inquiries, following-through until resolution.
• Maintains an in-depth knowledge of the assigned Orion system team.

Skills Needed to Perform the Job

• Must be able to professionally speak with customers on the phone.
• Proficient writing and grammar skills and an ability to respond to customers through chat and email.
• Ability to multi-task while maintaining careful attention to detail.
• Ability to work effectively both individually and within a team environment.
• Ability to work with a sense of urgency to meet deadlines and address competing priorities.
• Proficient skills with Microsoft Office software including Word, Excel, PowerPoint, and Outlook.
• Effective written, listening, and verbal communication skills.
• Effective problem solving and organizational skills.

Education Needed to Perform the Job

• Minimum of a high school diploma required.
• Bachelors degree in Business Administration or related field preferred.
• Orion Industry Certification must be obtained within 90 days of employment.

Experience Needed to Perform the Job

• Prior experience in a customer service or technology related role preferred.

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Position at Orion Advisor Technology

About Us

AsOne-Orion, we accomplish our best work by being personally accountable to each other and the clients we serve. We are creating a welcoming environment where everyone is respected, valued, and heard. Our willingness todisruptourselves, and the industry ensures we stay ahead of client expectations. Thinking differently is in our DNA weinnovate, push boundaries, reject the status quo, and relentlessly pursue transformative outcomes. It is our collective will towinthat drives Orions success and powers success for our clients and everyone at Orion.

Unique offerings include healthcare benefits start on Day 1, student loan repayment, paid parental leave, paid sabbaticals, free access to best-in-class financial planning, "PAWternity" leave, rewards and recognition, and more.