Client Support Advisor 272

The Client Support Advisor is NewRiver’s preeminent client satisfaction ambassador.

The Client Support Advisor (“CSA”) is a recognized expert in all products within the NewRiver suite of solutions.  As level-one support, the Client Support Advisor provides timely first response to NewRiver’s client reported problems and inquiries.  The CSA is responsible for resolving client questions dealing with system functionality, processing, and data accuracy.  The Client Support Advisor is also an integral component of NewRiver’s account management strategy as they provide Client Care services via telephone and email. 

 

Essential Duties/Tasks:

 

§         Serves as Level-One Client Support responding to initial telephone and email based reported problems and inquiries.

§         Serves as Client Care representative responding to telephone and email based requests for services or liaison into NewRiver back office support

§         Develops strong knowledge of the functionality and inner workings of all NewRiver products such that they become the expert in answering client’s use questions and resolving their functional issues

§         Consistently conducts client interaction with a pleasant telephone manner

§         Develops business relationship through pooled client contact

§         Supports the Client Reference Program through pooled client contact

§         Helps client create a reference survey

§         Performs client satisfaction surveys by telephone to monitor levels of client satisfaction

§         Identifies opportunities for greater use of NewRiver solutions through effective telephone communication

§         Understand the business challenges that may be addressed through the use of NewRiver solutions

§         Owns a diverse set of business issues and reported problems, and drives to timely conclusion

§         Owns the follow through on a diverse set of open issues

§         Articulate planned enhancements and content of PDU (Product Deliverable Update) information to clients and help them understand impact and benefit

§         Promotes a positive and fun work environment

 

Knowledge of Industry, Product & Technology:

 

§         3-5 years experience interacting with clients over the telephone

§         1-3 years experience in the financial services sector, preferably with a money management firm, servicing agent, or commercial data provider

§         Knowledge of SEC Compliance highly desirable

§         1-3 years experience using software applications in a business setting



 

Education & Other Qualifications:

 

§         College degree

§         Skilled in conflict resolution

§         Skill in relationship development/management

§         Strong oral presentation and written communication skills

§         Ability to manage client relationships

§         Flexible and easily adapts to change

§         Entrepreneurial spirit

§         Ability to travel: Little to no travel required