Role description: The Branch Support Service Professional is the point of contact for the firms branch employees such as Financial Advisors (FA’s), Branch Managers, Customer Service Associates (CSA’s) etc. Branch Support Service Professionals assist field employees on identifying needs and then route calls appropriately. Professionals are responsible for maintaining inquiries on internal databases. Work with management on identifying trends and process improvements.
Role qualifications: College degree preferred, possess general knowledge of financial markets and working knowledge of the firms systems and policies, strong interpersonal and service skills, and exceptional problem solving, personal accountability, and professionalism.
Business justification: The role is critical to maintaining service levels, as well as to maintain caller satisfaction.