ABOUT US: Come join the dynamic team at Kestra Financial! Kestra Financial provides a leading independent advisor platform that empowers sophisticated, independent financial professionals, including traditional and hybrid RIAs, to prosper, grow, and provide superior client service. With a culture rich in reinvention and advisor advocacy, Kestra Financial has developed integrated business management technology that, combined with its personalized consulting services, offers exceptional scale and efficiency. Kestra Financial supports independent financial advisors in delivering comprehensive securities and investment advisory services to their clients. SUMMARY: The primary focus of this role is to provide VIP-level technical support to Kestra advisors on accessing and using Kestra websites, applications, and third-party systems. This customer service role requires professional and courteous communication with a focus on attention to detail. Duties include addressing service inquiries via phone and e-mail, routing inbound requests to appropriate parties, establishing accounts, maintaining customer information in Salesforce, and provisioning access to Kestra's resources and tools. This position will handle technical support inquiries, reset user accounts, and manage account access to Kestra resources. This role requires the ability to learn new applications, the business rules governing data management, the interconnections between the database and applications that rely upon it, and the ability to provide first-class support to our staff and business partners. The ability to work with minimal supervision is necessary, as is an extremely high degree of accuracy. ESSENTIAL DUTIES AND RESPONSIBILITIES:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:
- Respond and communicate to Kestra's advisors in a clear, professional, and respectful manner
- Successfully address and/or resolve customer service inquiries
- Efficiently gather information, investigate resolutions, and respond to customers
- Adhere to procedures for data updates and resolution of service requests
- Assist with the creation and maintenance of reports within Salesforce
- Resolve service inquiries within acceptable turnaround times
- Track service requests and resolutions in an accurate and timely fashion
- Effectively manage time to maximize the volume of support inquiries managed daily
- Communicate with team members and other departments as necessary
- Follow and maintain support procedures
- Other duties as assigned by the Manager
- May be required to work overtime as necessary
KNOWLEDGE, SKILLS, AND/OR ABILITIES: To perform this job successfully, an individual should have the following skills and abilities:
- Professional customer service attitude and excellent communication skills
- The ability to manage multiple projects simultaneously in a fast-paced environment is a must
- Attentiveness to detail and a high degree of accuracy
- Ability to successfully manage client expectations
- Individuals must possess good analytical, problem-solving, and communication skills, both verbal and written
SUPERVISORY RESPONSIBILITIES: None EDUCATION AND/OR EXPERIENCE:
- College Degree or equivalent experience in Technology
- Experience in the financial industry is a plus
- Experience in technical support is also a plus
- Experience with Salesforce is a plus
CERTIFICATIONS, LICENSES, REGISTRATIONS: None INTERNAL APPLICANT POLICY: Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP. BENEFITS: Full health, vision, dental. 401(k) plans along with a host of voluntary plans such as car insurance, legal services and more (applicable to full-time, permanent employees). DISCLOSURE By applying to a job at Kestra Financial, Inc., you are agreeing to the following statements:
- You acknowledge that if hired, Kestra Financial, Inc. may, obtain and use background information concerning your credit, character, general reputation, personal characteristics, work habits, performance and experience for evaluation for your potential employment.
- It is the policy of Kestra Financial to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender, identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Kestra Financial prohibits any such discrimination or harassment.
KESTRA VALUES: Our Mission is Powering Financial Independence, enabling the growth and success of investing clients and the advisors who serve them. We do that by living our values: SERVE, MAKE IT HAPPEN, and ONE TEAM.