Provide high-quality support to financial professionals by responding to inbound phone inquiries
Accurately processing service-related forms and documentation
Answer inbound calls from financial professionals in a courteous, professional, and timely manner
Respond to questions regarding accounts, products, services, and procedures
Research and resolve issues efficiently, escalating complex matters as needed
Document all interactions accurately in internal systems
Review, verify, and process service forms and requests submitted by financial professionals
Follow established workflows and service-level agreements to meet turnaround time expectations
Communicate with financial professionals regarding missing information or required corrections
Adhere to company policies, regulatory requirements, and data privacy standards
Maintain accuracy and attention to detail in all customer interactions and transactions
Participate in ongoing training to stay current on products, systems, and procedures
Work closely with internal teams to resolve inquiries and improve service delivery
Identify trends or recurring issues and provide feedback to leadership
Contribute to a positive team environment and customer-focused culture

Customer-focused mindset
Attention to detail and accuracy
Problem-solving and critical-thinking skills
Time management and organizational skills
Minimum 1 year providing customer service; including proven results in bringing solutions to challenging issues experience
Proficient with Windows Microsoft Excel, Word, Outlook and Internet
Ability to verbally communicate effectively with the Advisors regarding service issues
Ability to read & interpret company policies, operations manuals, Pershing manuals, & technical guides

Support Representative

Key skills