Sr. Client Service Associate

Location:

Raleigh, North Carolina (Hybrid)

Who we are:
We believe that the future of financial advice is personal, scientific and beautiful – these three ideals drive everything that we do.

AdvisorEngine is a leading wealth management fintech platform that creates a unified experience across financial advisors, investors, and business management personnel. Our wealth management platform enables financial advisors to deliver an engaging, personalized client experience and to operate at scale through smart automation.

Our team is made up of designers, enterprise technologists, data scientists, futurists, and business builders. We are based in NYC and Raleigh, NC. If you love data and are driven to create the future of financial advice, we’d love to hear from you.

Overview:

As a Senior Client Service Associate, you will be a pivotal team member, providing expert-level service for AdvisorEngine products. You will be the first point of contact and handle client inquiries, provide troubleshooting guidance, “how to” instructions, and resolve issues to ensure a seamless client experience. As a Senior Associate, you will collaborate with cross-functional teams to ensure a high level of client satisfaction across multiple product lines and will deliver the highest level of client satisfaction through providing a high level of technical support and training on our products, differentiated by a consultative approach and focus on client advocacy.

Responsibilities:

• Respond promptly and professionally to client inquiries via various communication channels (phone, email, chat) with professionalism and empathy.
• Partner with team members to ensure high quality client service when responding to client calls & emails within stated SLAs.
• Diagnose and resolve complex client-reported issues for AE products.
• Establish and maintain a positive and professional relationship with clients.
• Assist in setting & managing client expectations for completion of work.
• Guide clients through step-by-step instructions for using product features.
• Document detailed case information for both CRM and Portfolio Management interactions.
• Escalate complex cases to the appropriate teams and follow up to ensure timely resolution.
• Collaborate with cross-functional teams to resolve client questions and requests in an accurate and timely manner, escalating when necessary.
• Continuously expand your expertise and knowledge of product features, updates, and best practices.
• Contribute to the development of comprehensive knowledge base articles, FAQs, and training materials for AE products.
• Participate in continuous learning and training sessions to grow and maintain knowledge in our products and tools.
• Participate in individual or team projects, as needed, to expand client service offerings.
• Provide expert-level CRM troubleshooting and "how to" service.
• Mentor junior team members and assist in their training and development.
• Contribute insights to the Client Service Manager for process improvements and client feedback.
• Foster a positive work culture that encourages employee engagement and alignment with company values.
• Support the development and implementation of organizational strategies and objectives.

Requirements:

• 2-5 years experience in the financial technology and/or wealth management industry.
• Excellent written and verbal communication skills.
• Strong communication and problem-solving skills, with an attention to detail.
• Proficiency in CRM troubleshooting and "how to" instruction.
• Experience with a CRM product (Microsoft Dynamics 365, Salesforce, Redtail, AE CRM, etc.) a plus.
• Excellent troubleshooting skills and experience in issue management is a plus.
• Ability to quickly grasp complicated situations, deliver quality service and problem solving skills remotely to clients and communicate complicated concepts in a concise and articulate way via phone, email & chat.
• Team player who’s willing to build relationships and work both individually and in a collaborative approach in a fast-paced and always changing environment.
• Prioritize and manage time effectively to meet service level agreements (SLAs).
• Comfortable operating in tight deadlines with the ability to balance multiple priorities.
• Fast learner with the ability to learn new technology and platforms.
• Ability to make decisions and implement solutions based on thorough understanding of the financial industry and the firm’s products, policies, and procedures.
• Commitment to maintain professional demeanor, communication, and courtesy internally and externally.
• Strong communication and problem-solving skills.
• Collaborative mindset for working across multiple product lines.
• Prior experience in a service role, preferably with exposure to multiple products.
• Proven ability to handle complex client interactions with empathy and professionalism.
• Adaptability to evolving product features and service processes.