Advisor Experience Specialist

SUMMARY:

The Advisor Experience Specialist (AES) is responsible for managing the advisor experience within the Regional Growth Team by providing relationship driven escalation resolution and efficiency consultation to financial advisors, practices and firms in the assigned Region. Responsible for quarterbacking advisor escalations across enterprise functions and key contacts, routing and following issues to ensure and deliver resolution and adherence to issues within service level agreements.
 

What will You do:

▪ Work with advisors, practices and firms to drive adoption of AdviceWorks tools and technology.
▪ Align and deploy internal resources, coaching, training & direct support to address identified productivity gaps.
▪ Responsible for driving efficiency with advisors, practices and firms to reduce escalations, lower NIGO, and increase AdviceWorks adoption.
▪ Receive & escalate and/or route advisor service and support issues across STTO, Case Management, Supervision, Compliance, Products, Commissions, Trading, Licensing & Registration and other applicable teams for issues not resolved through normal service channels.
▪ Work in the SalesForce environment to log and track activities, cases and escalations as well as create reports.
▪ Provide updates on issue resolution to Growth Team and Advisor(s) / Firm(s) involved.
▪ Responsible for managing SLAs, ticketing system status and ticketing issues that come from advisors through the Regional Growth Team for resolution.
▪ Works directly with a dedicated Service Officer SES for all service and operations escalations that are more complex in nature.

 What will you have:
• 3+ years of experience in service, sales support, client relationship management, or a related customer-focused role.
• Exceptional verbal and written communication skills, with the ability to convey information clearly, professionally, and concisely to both internal partners and external firms/advisors.
• Strong time management and organizational skills, with the ability to plan, prioritize, and execute work efficiently in a fast-paced environment.
• Proven ability to manage multiple requests simultaneously, assess urgency and impact, and prioritize tasks to meet deadlines and service expectations. High attention to detail and follow-through, ensuring accuracy, consistency, and timely resolution of requests and escalations.
• Demonstrated problem-solving skills, with the ability to exercise sound judgment, adapt to changing priorities, and proactively identify solutions.

DESIRED KNOWLEDGE, SKILLS & ABILITIES

▪ SIE and Series 7 (Desired)
▪ Bachelor’s Degree (Preferred)
 

TRAVEL REQUIREMENTS

Up to 10% for Face-to-Face Issue Resolutions & Proactive Efficiency Engagements If Needed