The Waddell & Reed, Inc. (WRI) Contact Center serves as an extension of the advisor practice by providing operational support and guidance for Brokerage and Investment Advisory programs.  Our objective is to provide a seamless service experience, which includes timely service, a consultative approach, and be solutions-driven.  We provide service to field leaders, advisors, associates and assistants, customers, and financial institutions. 

The WRI Contact Center is a performance-driven team that instills accountability, collaboration amongst peers and internal partners across the organization to provide superior service.

The Field Support Associate is responsible for servicing inbound calls and providing outstanding service during each caller interaction. Inquiries can include business submission and workflow, programs and investments, and technology navigation.  This role requires great communication skills, active listening, and attention to detail.

RESPONSIBILITIES:

• Meet performance expectations (quality, adherence, etc.)
• Utilize professional communication skills during each phone interaction
• Perform research and solve complex inquiries
• Provide timely follow-up to internal and external inquiries
• Provide a caller experience that is complete and accurate
• Adhere to daily shift schedule and be punctual
• Knowledgeable of various technology platforms utilized by field personnel and customers
• Knowledgeable of various policies and processes for brokerage and investment advisory programs
• Adapt to changes in regulatory and business requirements
• Collaborate with peers and leadership
• Be a team player
• Contribute in support functions to support business needs

REQUIREMENTS:

• Bachelor’s degree or equivalent experience
• 0-2 years of financial services experience; contact center experience a plus
• Excellent communication skills
• Proven customer service skills
• Ability to handle high stress situations in a fast-paced environment
• Strong interpersonal skills and ability to work confidently and cooperatively with all levels of home office and field staff
• Highly responsive and proactive, supporting business leaders and stakeholders
• Demonstrates superior organizational skills, time-management, and follow-up skills
• Be self-motivated and detail-oriented
• Proficiency using MS Office products (Word, Excel, PowerPoint, and Outlook)

Required Skills Required Experience