Branch Service Advisor - Financial Licensing Required

Responsibilities

• Provide advanced product/service information and respond to complex customer questions about the product/service.
• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
• Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Requirements

• Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works without supervision and may provide technical guidance.
• Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.
• Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.
• Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.
• Works with guidance (but not constant supervision) to orient the seller's organization around delivering to the key needs of their customers.
• Works with full competence to make every customer interaction positive, leaving customers feeling understood, appreciated, and confident in the organization's ability. Typically works without supervision and may provide technical guidance.
• Works with full competence to recognize sales opportunities during service interactions to enhance overall customer service. Typically works without supervision and may provide technical guidance.
• Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.
• Works with guidance (but not constant supervision) to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client.
• Works with guidance (but not constant supervision) to quickly and effectively establish trust within the buying centers in the client's organization.
• Works with guidance (but not constant supervision) to accurately identify and understand the key buying influences pertaining to an opportunity.
• Works with guidance (but not constant supervision) to acknowledge and ask questions to understand the circumstances surrounding client indifference.
• Works with guidance (but not constant supervision) to articulate why a client does or does not want a change based on their business objectives and challenges.
• Licenses/Ce

Benefits

Additional Information

Job Description Summary This position follows our hybrid-friendly schedule, so you get the best of both worlds - flexibility and collaboration. In-office days will be 3 per week, averaging 12 days per month at one of our Memphis, TN, or Southfield, MI corporate offices. Serve as a key point of contact within the Branch & Concierge Services team, providing high-touch support by processing FA requests, resolving inquiries, and addressing service needs with professionalism and efficiency. Maintain strong, ongoing relationships with FAs and internal partners, acting as a trusted liaison between branches and operational units. Job Description Schedule(s): Monday - Friday 8:00 am to 5:00 pm CT (9:00 am to 6:00 pm ET) Monday - Friday 10:00 am to 7:00 pm CT (11:00 am to 8:00 pm ET)

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Company Intel

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