Client Service Agent

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.As a Tier 1 Client Service Agent, you will be the first point of contact for clients seeking assistance with Broadridge Fi360’s products and SaaS solutions. You will provide timely, accurate, and professional support via phone, email, and webchat, ensuring each client receives an exceptional experience. The Client Service Team plays a vital role in supporting the Fi360 client journey, contributing directly to client satisfaction and retention.To succeed in this role, you’ll develop a comprehensive understanding of Fi360’s fiduciary technology, learning, and development solutions, as well as related policies and procedures. This knowledge enables you to provide effective troubleshooting, user education, and proactive service that aligns with Fi360’s mission to help financial intermediaries gather, grow, and protect investors’ assets through prudent fiduciary practices.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.Skills and Attributes: Strong/Advanced Skills: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.Developing Skills: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.Minimum Qualifications: 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.Working Hours:2pm - 10pm local timeWe are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective.Use of AI in Hiring As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.