Financial Engines is a leading provider of investment advice services in the Retirement Investment Market and is looking for a Sr. Customer Support Representative. Reporting to the Manager of Customer Support, the Sr. Customer Support Representative will be accountable for the overall support of Financial Engines internal and external customer base.
Responsibilities
· Provide Senior level support to customers with financial, technical, and service-related problems/questions.
· Has a positive impact on customer satisfaction through prompt resolution of customer issues.
· Manage customer expectations and input detailed accurate call history of all incoming calls into CRM system.
· Key contributor to knowledgebase management and problem avoidance categories.
· Create product enhancement requests when necessary.
· Serve as a lead for various projects, plan sponsors, and partners.
· Take ownership of project issues and resolve with limited management supervision.
· Review, edit, and create training materials including training guides, lab materials, and tutorial scripts.
· Proactively identify and resolve issues independently.
· Self-starter with multitasking capabilities.
· Promote the value of Customer Support to the rest of the company.
· Initiate “Call Avoidance” ideas and processes to decrease call and email volume.
· Work closely with Account Management, Product Management, and Engineering facilitate resolution of more difficult issues.
· Key contributor to the Customer Support team, strong team player with the ability to work independently and responsibly at all times.
Qualifications
· Five to seven plus years' experience in dealing with a marquee client base.
· Experience in the Financial Services arena.
· Exceptional written and verbal communication skills.
· Exemplary interpersonal and client-facing skills.
· Ability to listen and respond immediately, efficiently and effectively.
· Proven track record in problem-solving.
· Bachelor’s degree in Business or related field – advanced degree preferred.
· Series 65 license a plus.
· SQL experience a plus.
About Financial Engines
Financial Engines provides investors with honest, personalized advice and portfolio management online, on paper, by phone, and in person. Financial Engines advice technology makes expert advice accessible to all investors and unique to each investor. The company was founded by Nobel Prize-winning economist William F. Sharpe and currently serves millions of individuals, over 900 plan sponsors and many leading financial institutions. Financial Engines has incorporated proven financial methodology into proprietary advice technology to offer a complete advice platform to meet the needs of all investors. For more information visit www.financialengines.com
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