Tier 1 Client Service Agent (Remote)

Broadridge • Pittsburgh, PA

2d • $50,000 - $60,000 • Remote

About The Position

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team. Key Responsibilities: Serve as the first line of support for client inquiries submitted through phone, email, and live chat regarding Fi360’s SaaS and learning solutions. Answer questions about features, functionality, policies, and procedures, providing clear and professional guidance to clients at all experience levels. Document all client interactions accurately and thoroughly in appropriate systems (e.g., Zendesk, Salesforce). Educate clients on Industry Best Practices, the Fiduciary Standard of Care, and effective use of Fi360’s tools and technology solutions. Troubleshoot common technical issues, escalating complex cases to Tier 2 or Product as necessary. Collaborate with internal teams, including Product, Technology, and Sales, by communicating client feedback and identifying enhancement or improvement opportunities. Contribute to team performance metrics such as client satisfaction ratings, first response time, and service availability. Support continuous improvement initiatives by identifying recurring issues and suggesting process enhancements. Deepen your understanding of the financial services industry and fiduciary principles to enhance the quality of client interactions. Represent Fi360 in a professional manner at client meetings or industry conferences as needed. Perform additional responsibilities as assigned.

Requirements

• 1+ years of client relations, customer support, or sales experience, including direct communication with clients via phone and email.
• Strong written and verbal communication skills.
• Basic technical aptitude and willingness to learn SaaS platform support.
• High level of professionalism and commitment to client satisfaction.
• Exceptional professional communication (verbal and written) across phone, email, and live chat channels.
• Strong customer service etiquette and ability to create positive client experiences.
• Ability to effectively educate users in a variety of formats (email, phone, webinar, etc.).
• Strong collaboration skills coupled with the ability to work independently.
• Competence in using and learning software tools such as Zendesk, Salesforce, Microsoft Office, and webinar platforms.
• Effective troubleshooting and problem-solving skills.
• High attention to detail and accuracy in data entry and documentation.
• Ability to manage challenging client situations with patience, professionalism, and composure.

Nice To Haves

• Thorough and consistent documentation of processes and interactions.
• Proactively identifying ways to exceed client expectations.
• Adaptability to process or technology changes in a fast-paced environment.
• Initiative in learning new products and anticipating client needs.
• Contribution to innovation and process improvement efforts.

Responsibilities

• Serve as the first line of support for client inquiries submitted through phone, email, and live chat regarding Fi360’s SaaS and learning solutions.
• Answer questions about features, functionality, policies, and procedures, providing clear and professional guidance to clients at all experience levels.
• Document all client interactions accurately and thoroughly in appropriate systems (e.g., Zendesk, Salesforce).
• Educate clients on Industry Best Practices, the Fiduciary Standard of Care, and effective use of Fi360’s tools and technology solutions.
• Troubleshoot common technical issues, escalating complex cases to Tier 2 or Product as necessary.
• Collaborate with internal teams, including Product, Technology, and Sales, by communicating client feedback and identifying enhancement or improvement opportunities.
• Contribute to team performance metrics such as client satisfaction ratings, first response time, and service availability.
• Support continuous improvement initiatives by identifying recurring issues and suggesting process enhancements.
• Deepen your understanding of the financial services industry and fiduciary principles to enhance the quality of client interactions.
• Represent Fi360 in a professional manner at client meetings or industry conferences as needed.
• Perform additional responsibilities as assigned.

Benefits

• All Colorado employees receive paid sick leave in compliance with the Colorado Healthy Families and Workplaces Act and other legally required benefits, as applicable.
• Bonus Eligible.
• Please visit www.broadridgebenefits.com for more information on our comprehensive benefit offerings.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed