Financial Advisor – Operations Specialist

📋 Description

• Propel advisor success by offering expert advice on plan design, compensation frameworks, and regulatory documentation necessities through responsive, solution-oriented assistance.

• Handle and resolve a substantial volume of advisor inquiries via email and phone, providing clear, actionable solutions that bolster advisor confidence and skillsets.

• Coordinate complex problem resolutions by collaborating with cross-functional teams including Account Management, Client Services, and Partnerships to ensure comprehensive solution delivery.

• Detect patterns in advisor challenges and work with internal teams to create and execute scalable process enhancements that elevate the advisor experience.

• Uphold meticulous case management practices, ensuring prompt follow-up and resolution tracking while meeting or exceeding service level agreements.

• Deliver exceptional service to financial advisor contacts, removing the uncertainty of whom to contact for support with Human Interest services.

⛳️ Requirements

• Over 3 years of experience in customer-facing roles such as customer support, account management, or call center operations; or equivalent academic experience. Background in Partnerships, Sales, or business development is also appreciated.

• At least 2 years of experience in Retirement Services, with a proven history of overseeing 401(k) plan administration and ensuring strict compliance with ERISA and regulatory guidelines.

• Proficient in CRM platforms (Salesforce preferred) for managing the entire case lifecycle, including logging new requests, navigating historical data, and driving outstanding items to resolution.

• Demonstrated ability to collaborate across functions with Compliance, Operations, and external recordkeepers to address complex plan issues and ensure a seamless client experience.

• A strong commitment to customer service excellence, with a proven ability to create exceptional client experiences in every interaction.

• Exceptional organizational skills with a proven ability to adeptly manage multiple concurrent priorities while maintaining attention to detail and meeting critical deadlines.

• Superior communication skills that combine professionalism with empathy, facilitating effective relationship management through both phone and email interactions.

• Proven resilience and composure under pressure, maintaining high service standards even in challenging situations, while showing genuine empathy for advisors' needs.

• Outstanding attention to detail in all work aspects, from written communication to data entry, with consistent accuracy and thoroughness.

• Ability to simplify complex retirement concepts into clear, actionable insights for advisors, supported by proficiency in productivity tools, including Google Workspace and Microsoft Office.

• An adaptable mindset that flourishes in a dynamic startup environment, welcoming change and efficiently managing shifting priorities while keeping focus on key objectives.

🏝️ Benefits

• A fantastic 401(k) plan: Our own! Our 401(k) features a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees.

• Top-tier health plans, in addition to dental and vision insurance.

• Competitive time off and parental leave policies.

• Additional Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to assist you in understanding your equity and supporting your financial wellness.

• Lyra: Enhanced Mental Health Support for employees and their dependents.

• Carrot: Fertility healthcare and family forming benefits.

• Candidly: Student loan resources to help you and your family plan, borrow, and repay student debt.

• Monthly work-from-home stipend; quarterly lifestyle stipend.

• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.