Specialist, Client Assistance Team

Edelman Financial Engines • Phoenix, AZ

408d • Remote

About The Position

The Client Assistance Team (CAT) Specialist at Edelman Financial Engines is responsible for providing exceptional support to existing clients and prospects through various communication channels, including inbound calls, emails, and chats. This role focuses on enhancing the digital experience for clients interacting with the company's platforms and tools, ensuring a high level of service and technical support. The position requires adaptability in a fast-paced environment and a commitment to maintaining confidentiality and professionalism in all interactions.

Requirements

• Punctuality and Dependability is critical.
• High level of technical literacy and operational proficiency in a variety of platforms.
• Ability to work both autonomously/remotely and in a collaborative environment.
• Ability to understand the fundamentals of finance and investment markets/securities.
• Exceptional client service skills, courteousness, phone etiquette and ability to communicate effectively to both internal and external business partners with exceptional grammar, spelling, and punctuation.
• Critical thinking, attention to detail, and multi-tasking skills required.
• Able to adapt to changes in the work environment.
• Consistently demonstrates core values.

Responsibilities

• Respond to inquiries about products and services.
• Direct clients and prospects to the correct contact destination.
• Consult and collaborate with external vendors and/or partners.
• Provide post-sales technical support of login accounts, websites, systems and/or applications for internal and external clients.
• Answer questions about operation, configuration, customization, and usage of digital platforms and tools.
• Monitor all support contact channels including Chat, Phone and Jira ticketing during on-queue time.
• Follow-up on escalated and pending support tickets with support partner departments during off-queue time.
• Identify, triage, and deliver best solution for issues in a timely manner.
• Handle inquiries in all situations professionally, courteously and efficiently.
• Accurately document issues and detailed resolution notes in internal ticketing and/or CRM system.
• Abide by performance standards, such as resolution time targets, satisfaction survey scores, call handling metrics, SLA's and standard volume processing expectations.
• Perform outbound support sessions, upon request.

Benefits

• Discretionary bonus
• Health insurance
• Dental insurance
• Wellness plans
• 401(k) contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: No Education Listed
• Number of Employees: 101-250 employees