Digital Experience Specialist
Cambridge Investment Research, Inc. is a growth-focused independent broker-dealer dedicated to supporting financial advisors. The Digital Experience Specialist plays a critical role in delivering exceptional support to financial professionals by resolving complex issues and providing expert guidance on systems and procedures.
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
- 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
- Strong understanding of company products, services, and software
- Ability to effectively communicate and collaborate across departments
- Ability to analyze customer concerns to identify root causes
- Ability to actively listen to customer needs and deliver clear, accurate solutions
- Ability to maintain 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