Advisor Services Associate - Team Lead

As an Advisor Services Associate - Team Lead at Great Gray Group, your main responsibilities will include fielding inbound calls and emails, engaging with financial advisors to showcase the Advisor Web Portal, leading onboarding activities, and conducting training sessions. Additionally, you'll support the team in handling escalated service inquiries, providing guidance on best practices, and analyzing fee and investment reports. This role is integral in ensuring that our retirement plan clients receive exceptional service and support.

To qualify for the Advisor Services Associate - Team Lead position at RPAG, candidates should possess a Bachelor's degree along with 3 to 6 years of relevant experience in financial services or retirement/investment planning. Proficiency with technology, strong communication skills, and an ability to manage multiple projects are also essential. A strong customer service orientation and experience in building relationships with clients will greatly enhance your candidacy for this role.

The work environment for the Advisor Services Associate - Team Lead at Great Gray Group promotes a hybrid model, allowing for four days onsite in our Las Vegas office and one remote working day each week. We prioritize a collaborative and dynamic atmosphere where you can thrive, make an impact, and grow alongside our innovative team. You'll be empowered to take charge of your work-life balance while contributing to our mission in the retirement services industry.

Great Gray Group offers a comprehensive benefits package for the Advisor Services Associate - Team Lead position that includes competitive compensation, a 401(k) plan with matching opportunities, a lifestyle spending allowance, medical, dental, and vision insurance, employer-paid life and disability insurance, and a generous paid time off program. These benefits are designed to support both your professional growth and personal well-being, making it a rewarding work environment to be a part of.

During the training period for the Advisor Services Associate - Team Lead role at RPAG, you can expect a comprehensive onboarding experience where you'll learn about our proprietary Advisor Web Portal, customer service protocols, and best practices for engaging with financial advisors. You’ll receive hands-on training, guided support from leadership, and opportunities to ask questions as you familiarize yourself with the technology and processes essential to your role.

When faced with an escalated client inquiry, I would begin by actively listening to the client's concerns to fully understand the issue. I would remain calm and professional, ensuring the client feels heard and valued. Next, I would communicate the steps I would take to resolve the matter, keeping the client informed throughout the process. Following the resolution, I would follow up to ensure their satisfaction and gather feedback to prevent similar issues in the future.

Certainly! In previous roles, I have managed the onboarding process for new financial services clients from start to finish. This involved setting up introductory meetings, training on the use of platforms, and providing ongoing support to ensure a smooth transition. I believe that clear communication, setting expectations early, and establishing a trust-based relationship are critical for successful onboarding.

Building strong relationships with financial advisors necessitates effective communication and responsiveness. I would prioritize regular check-ins, provide personalized support, and actively seek their feedback to understand their needs better. Additionally, conducting demonstrations on new features and maintaining openness can significantly enhance trust and rapport.

I prioritize tasks based on deadlines, complexity, and impact on client satisfaction. I often create a task list that categorizes responsibilities by urgency and importance, and I regularly assess my progress. This ensures that I remain organized and can adapt to changes promptly while meeting expectations for all projects.

Communication is the cornerstone of my success in the Advisor Services Associate role. It allows me to effectively convey information, actively listen to clients’ needs, and create an engaging experience. Clear and friendly communication helps prevent misunderstandings and fosters a collaborative environment that benefits both clients and team members.

In a previous position, I was tasked with learning a new client management system within a tight timeframe. I approached it by dedicating time each day to familiarize myself with the platform through tutorials, documentation, and hands-on practice. I also reached out to colleagues who were already proficient, encouraging collaborative learning. This proactive approach allowed me to gain confidence and effectively use the system to enhance our service delivery.

I would track a variety of metrics, including response and resolution times, customer satisfaction scores, and the volume of support requests. Monitoring these metrics enables us to identify trends, areas for improvement, and ensure that we are meeting our service-level expectations while actively seeking to enhance the advisor experience.

To ensure attention to detail, I develop a habit of double-checking all communications and reports before finalizing them. I might also leverage checklists and templates to capture important elements systematically. Additionally, maintaining an organized workspace helps me focus and minimizes the chances of missing critical details.

Delivering difficult feedback requires careful consideration. I would approach the conversation with empathy and frame it as an opportunity for growth. By starting the discussion emphasizing the team member's strengths, I would then address the areas for improvement clearly and constructively. Offering support and actionable steps for progression would be essential to fostering a positive outcome.

I am eager to work as an Advisor Services Associate - Team Lead at Great Gray Group because of my passion for the retirement services industry and my commitment to delivering excellent customer service. The opportunity to be a part of a innovative team focused on raising industry standards excites me. I believe that my skills and experiences align well with the company’s mission of making choices clearer and enhancing the advisor experience, and I am enthusiastic about contributing to that vision.