Job Description
General Info:
U.S. Citizens or Green Card Holders only
No C2C, must be on W2
Hybrid- located downtown St. Louis, MO
We are seeking a Senior Customer Service Specialist to support service operations during a major system implementation. This role serves as a key point of contact for Financial Advisors, field staff, clients, and internal associates, providing accurate, timely, and solutions-oriented support via phone and written communication.
The Senior Customer Service Specialist will play an important role in educating callers on new systems and processes while delivering exceptional service in a fast-paced, high-volume contact center environment. The ideal candidate demonstrates strong problem-solving skills, sound judgment, and the ability to communicate complex information clearly and effectively.
Key Responsibilities
- Serve as a primary phone support representative, responding to incoming inquiries related to system implementation and service support.
- Provide accurate, timely, and professional assistance to Financial Advisors, Branch Office Administrators, clients, and internal associates.
- Educate callers on new systems, tools, and processes being implemented across the firm.
- Deliver thorough solutions and alternatives while ensuring service interactions meet call quality and efficiency standards.
- Partner with team members and internal departments to resolve issues and provide reliable solutions.
- Communicate complex information in a clear and understandable manner.
- Participate in department meetings, training sessions, and ongoing education to stay current with firm policies, procedures, and new platforms.
- Maintain detailed documentation and follow established service processes and guidelines.
Required Skills & Experience
- Minimum of 5+ years of customer service experience, preferably in a phone-based service role.
- At least 3 years of experience in a high-volume call center or contact center environment.
- Strong verbal and written communication skills with the ability to explain complex information clearly.
- Demonstrated ability to manage challenging conversations with professionalism and empathy.
- Strong problem-solving, decision-making, and conflict-resolution skills.
- Ability to multitask and remain organized in a fast-paced environment.
- Strong technical proficiency with Microsoft Office and web-based systems.
- High school diploma required.
Preferred Qualifications
- Background in financial services or wealth management environments.
- Experience supporting system implementations or technology rollouts.
- Experience working with multiple internal systems or service platforms.
- Strong learning agility and ability to quickly adopt new tools and processes.