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About the role
Key responsibilities & impact- Support advisors within an assigned territory as part of a team-based servicing model
- Respond to advisor inquiries across phone, email, and chat
- Build relationships with advisors and ensure continuity of service in a shared coverage model
- Balance workload and maintain consistent service coverage with team members
- Guide advisors on systems, custodial requirements, workflows, and platform capabilities
- Support advisor adoption and effective use of Orion platforms, systems, and tools
- Use AI-generated insights, engagement trends, service history, and knowledge resources for proactive outreach and service improvement
- Leverage approved AI-enabled tools and automation to improve servicing efficiency and personalize advisor service
- Use AI-assisted tools to research inquiries, summarize interactions, draft communications, categorize cases, identify next steps, and improve follow-up
- Anticipate advisor needs, identify service risks, and improve advisor satisfaction
- Provide guidance on best practices, policies, procedures, workflows, and servicing efficiencies
- Deliver training and ongoing education
- Manage advisor requests from intake through completion and coordinate timely resolutions
- Provide financial trade assistance, including point-of-call trade processing support and online trade execution
- Resolve documentation issues, including NIGO items, and help prevent recurrence
- Process daily account management and call-support work
- Meet or exceed service metrics for quality, timeliness, productivity, first-contact resolution, and advisor satisfaction
- Provide status updates to advisors and internal stakeholders
- Improve processes, AI-enabled workflows, knowledge resources, and advisor experience
- Build cross-functional relationships across Service, Sales, Operations, Compliance, Technology, Product, and other teams
- Support team initiatives and projects
- Share AI use cases, workflow improvements, and lessons learned
- Follow regulatory and company requirements in a high-risk financial environment
- Validate AI-generated recommendations, communications, summaries, and next steps
- Protect sensitive information and apply appropriate judgment when using AI tools and digital workflows
Requirements
What you’ll need- Bachelor’s degree in Business, Finance, or related field required; equivalent experience may be accepted in lieu of a Bachelor’s degree
- Minimum of two (2) years of experience in client service or financial services
- Strong communication and relationship management skills
- Ability to thrive in a team-based, shared service model
- Ability to manage multiple priorities in a fast-paced environment
- Problem-solving mindset with strong attention to detail
- Professional handling of complex or sensitive situations
- Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Experience with CRM platforms (e.g., Salesforce) preferred
- Comfortable using approved AI-enabled tools, automation, knowledge resources, and digital workflows
- Ability to use AI responsibly by validating outputs, protecting sensitive information, and escalating when human review or additional guidance is needed
- Curiosity, adaptability, and continuous improvement mindset
- Ability to own and manage stakeholder relationships directly and work effectively with people at all organizational levels
- Located within a commutable distance to one of the listed offices
Benefits
Comp & perks- Health, dental, vision, and disability coverage on day one
- 401(k) plan with employer match
- Paid parental leave
- Pet benefits, including pawternity leave and pet insurance
- Student loan repayment
- Competitive benefits package