Advisor Experience Specialist

SUMMARY

The Advisor Experience Specialist 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. 

RESPONSIBILITIES

• 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.
• 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 for all service and operations escalations that are more complex in nature.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES

• Minimum 3 years of Service, Sales Support and/or Relationship Service Experience

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