Our client is 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.

   

About SBS Creatix

SBS Creatix is a trusted staffing and consulting firm delivering high-quality talent to enterprise clients nationwide. We are known for our personalized approach, strong client partnerships, and commitment to placing professionals in roles where they can grow and make an impact.