Platform Service Support - Atria Wealth Solutions

Are you ready to join one of the fastest growing broker-dealer networks in financial services? (Cerulli Associates, 2020) At Atria, we support independent financial professionals and financial institution investment programs so they, in turn, can provide exceptional service to their clients and develop meaningful relationships with them.

We are looking for a Platform Experience/Service Support to join our organization. In this role, you will provide excellent customer service to clients by researching individual issues in a timely manner and following up as necessary.

What your day will look like: providing support and guidance to internal and external clients via telephone, WebEx and email all tracked utilizing ZenDesk.  Volume is around 20-30 requests. Each day includes system testing of internal platform.  

Successful candidate will have wealth management/securities experience, service minded to provide top notch experiences for each interaction as well as comfort working within multiple systems and platforms.

This position may be performed at any of the following office locations:

• Houston, TX - 11740 Katy Freeway, Energy Tower III, 77079
• San Diego, CA - 10150 Meanley Dr, 92131
• Syracuse, NY - 100 Madison St, 13202

The anticipated annual base salary range for this position is $40,000 to $55,000. Exact compensation may vary based on skills, experience, and location.

What you will do:

• Provide technical support for all technologies offered to our representatives and employees.
• Provide technical support for setting up user access.
• Trouble shoot and diagnose problems
• Data Analytical skills
• Monitor e-mail account usage in conjunction with IT.
• Provide support for Proprietary applications and 3^rd party platforms user tracking.
• Manage the monthly reporting.
• Maintain user data in home office systems.
• Follow test scripts to thoroughly test and detail bug fixes
• Handle all incoming correspondence via phone, email regarding updates requested by representatives for all technology.
• Accountable for decision making and problem solving as it relates to technology.
• Assist with clean-up of new representatives subscribing to services verifying that all accounts are set up and have accurate data.
• Provide management with statistics on a daily, weekly, monthly, quarterly basis, or as needed.
• Provide weekly status reports to the management team.
• Provide support for various Help Desk projects, including documentation and implementation of various enhancements, changes.
• Develop and update user manuals to reflect changes in software and programs.
• Continuously monitor technologies and standards and be able to research, recommend, and apply new technologies as they emerge.
• Provide recommendations for software based on research.
• Test enhancements to software before release to ensure that there are no “bugs” before distribution to interested parties.
• Test new software used by representatives and employees to verify it as being beneficial to the firm.
• Perform any other duties as requested by management.

What you will bring:

Must haves

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or 5 years related experience and/or training; or equivalent combination of education and experience.
• Must have ability to plan and focus on projects and have a general understanding of the investment market and terms.
• Must be self-motivated and have good interpersonal relationship skills.
• Must also have excellent organizational skills and have the ability to manage and keep strict deadlines.
• Proficient with all Microsoft products (i.e., Excel, Word, Outlook, PowerPoint)
• Must have the ability to communicate effectively (both oral and written)
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or presentation form.
• Must have the ability to identify, analyze, and solve problems involving several entities, people, or variables of a complex nature in a timely manner.

Like to Have

• Previous experience working in wealth management or broker dealer environment preferred.
• Previous experience in call center environment
• Previous experience with Zendesk or ticketing platform

Why work at Atria?

In addition to a competitive salary, we provide a full benefits package that includes:

• Medical & Prescription Drug Insurance
• Health Advocacy
• Telehealth
• Dental Insurance
• Vision Insurance
• Health Savings Account
• Flexible Spending Accounts
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Life Insurance
• Paid time off, Paid Holiday, Paid Birthday time off
• Critical Illness, Accident & Hospital Indemnity Coverage
• Identity Theft
• Employee Assistance Program
• Pet Insurance
• Legal Plans
• Virtual Therapy
• Virtual Mental WellCare
• Long-Term Care
• Retirement 401(k) Savings Plan with matching

At Atria, we consider Diversity, Inclusion, and Belonging to be essential to our success, and we are working to integrate it into the fabric of our organization. Our commitment to Diversity, Inclusion, and Belonging is key to our culture and values, and critical for great products, and satisfied customers.

Atria Wealth Solutions, Inc. (Atria) is a wealth management solutions holding company focused on delivering a clear path to the future of financial advice for financial professionals, financial institutions, and their clients. Headquartered in New York City, Atria’s broker-dealer subsidiaries empower financial institutions and independent financial professionals with a sophisticated set of tools, services, and capabilities that deepen client relationships and maximize efficiencies in their practices.

Atria’s broker-dealer subsidiaries include CUSO Financial Services, L.P., Sorrento Pacific Financial, LLC, Cadaret Grant & Co., Inc., NEXT Financial Group, Inc., Western International Securities, Inc., and SCF Securities, Inc. Atria’s subsidiaries together support nearly 2,500 financial professionals and over 200 financial institutions with over $100 billion of assets under administration. For more information, please visit www.atriawealth.com.

Atria Wealth Solutions and its affiliated entities are equal opportunity employers that are committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Atria Wealth Solutions and its affiliated entities make hiring decisions based solely on qualifications, merit, and business needs at the time.

It’s time for the next step in your career. Apply now.

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