Branch Service Advisor | Financial Licensing

Job Description Summary

This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In-office days will be 3 per week, averaging 12 days per month at one of our Memphis, TN, or Southfield, MI corporate offices. Serve as a key point of contact within the Branch & Concierge Services team, providing high-touch support by processing FA requests, resolving inquiries, and addressing service needs with professionalism and efficiency.

Maintain strong, ongoing relationships with FAs and internal partners, acting as a trusted liaison between branches and operational units.

Schedule(s):

• Monday - Friday 8:00 am to 5:00 pm CT (9:00 am to 6:00 pm ET)
• Monday - Friday 10:00 am to 7:00 pm CT (11:00 am to 8:00 pm ET)

Responsibilities:

• Provide advanced product/service information and respond to complex customer questions about the product/service.
• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
• Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Skills:

• Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works without supervision and may provide technical guidance.
• Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.
• Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.
• Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.
• Works with guidance (but not constant supervision) to orient the seller's organization around delivering to the key needs of their customers.
• Works with full competence to make every customer interaction positive, leaving customers feeling understood, appreciated, and confident in the organization's ability. Typically works without supervision and may provide technical guidance.
• Works with full competence to recognize sales opportunities during service interactions to enhance overall customer service. Typically works without supervision and may provide technical guidance.
• Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value…