Digital Experience Consultant
Cambridge Investment Research, Inc. is dedicated to supporting financial professionals with exceptional service and guidance. The Digital Experience Consultant will resolve complex issues, provide expert support on systems and procedures, and enhance the service experience for both internal teams and external partners.
Responsibilities
- Analyze customer concerns to identify root causes and provide timely, effective resolutions, ensuring a high level of satisfaction
- Actively listen to customer needs and deliver clear, accurate solutions tailored to each inquiry
- Maintain deep knowledge of company products, services, and technology platforms to support issue resolution and customer education
- Deliver real-time training to financial professionals on systems, procedures, and best practices supported by the department
- Respond to technology-related inquiries from financial professionals, associates, and management, supplying information and troubleshooting as needed
- Communicate company policies and procedures clearly to internal and external stakeholders, escalating potential compliance concerns to management
- Collaborate with internal teams and clearing firms to develop and refine procedures that improve service efficiency and effectiveness
- Serve as a go-to expert for resolving escalated or complex issues, fostering trust and loyalty among financial professionals
Skills
- Strong understanding of company products, services, and software
- Ability to effectively communicate and collaborate across departments
- Entry to intermediate level of experience in data entry
- Entry to intermediate level of experience in troubleshooting
- Entry to intermediate level of experience in customer service
- Ability to analyze customer concerns to identify root causes
- Ability to deliver clear, accurate solutions tailored to each inquiry
- Deep knowledge of company products, services, and technology platforms
- Ability to deliver real-time training to financial professionals
- Ability to respond to technology-related inquiries
- Ability to communicate company policies and procedures clearly
- Ability to collaborate with internal teams and clearing firms
- Ability to serve as a go-to expert for resolving escalated or complex issues
Benefits
- Paid time off
- Paid holidays and floating holidays
- Medical, dental, and vision coverage
- Short- and long-term disability
- Company-paid life insurance
- Volunteer time off
- Wellness incentives
Company Overview