Call Center Specialist - Remote Work

ORION • Remote (Philadelphia, Pennsylvania, us) • $0 / year • 3h ago

As a Client Relationship Specialist, you will deliver exceptional service and proactive relationship support to advisors within an assigned territory while supporting a shared portfolio of relationships. This role combines relationship management, advisor enablement, operational execution, and AI-assisted service delivery to create a more efficient, personalized, and consistent advisor experience. You will leverage approved AI-enabled tools to accelerate research, summarize interactions, surface advisor insights, support issue resolution, and reduce administrative effort while maintaining human judgment, accuracy, and accountability. It is anticipated that an incumbent in this role will work as a Hybrid employee , with three (3) or more days each week required on-site at one of the listed office locations.
Candidates should be located within a commutable distance to an office. Internal candidates currently aligned to an Orion office location may be given preference; Support advisors within an assigned territory as part of a team-based servicing model
Respond to advisor inquiries across channels (phone, email, chat) with timely and accurate resolution
Build familiarity and relationships with advisors in the territory, ensuring continuity of service even in a shared coverage model
Collaborate with team members to balance workload and maintain consistent service coverage
Guide advisors on systems, custodial requirements, workflows, and platform capabilities
Support advisor adoption and effective use of Orion platforms, systems, and tools through ongoing education and guidance.
Use AI-generated advisor insights, engagement trends, service history, and knowledge resources to identify opportunities for proactive outreach, education, and service improvement.
Leverage approved AI-enabled tools and automation to improve servicing efficiency, reduce administrative effort, support advisor education, and create a more personalized advisor experience while maintaining human judgment and accountability.
Use AI-assisted tools to accelerate inquiry research, summarize advisor interactions, draft service communications, categorize cases, identify next steps, and improve follow-up quality.
Apply proactive insight and service data to anticipate advisor needs, identify service risks, and help improve advisor satisfaction.
Provide guidance to advisors on best practices, policies, procedures, workflows, and servicing efficiencies to improve the overall advisor experience.
Deliver training and ongoing education to drive adoption and reduce service friction
Provide financial trade assistance, including point-of-call trade processing support and online trade execution
Proactively identify and resolve documentation issues, including NIGO items, and help prevent recurrence through improved guidance, workflow awareness, and AI-supported service insights.
Process daily servicing work including account management and call support
Maintain an 'above and beyond' service approach that promotes advisor confidence, trust, and long-term relationship satisfaction.
Meet or exceed established service metrics related to quality, timeliness, productivity, first-contact resolution, and advisor satisfaction.
Build effective cross-functional working relationships with stakeholders across Service, Sales, Operations, Compliance, Technology, Product, and other internal teams to support seamless advisor experiences.
Support team initiatives, projects, as needed
Share successful AI use cases, workflow improvement ideas, and lessons learned with peers and leaders to support responsible adoption and continuous improvement.
Adhere to all regulatory and company requirements in a high-risk financial environment
Protect sensitive information and apply appropriate judgment when using AI-enabled tools, automation, and digital workflows.
Operate in a high financial risk environment where accuracy, attention to detail, and adherence to regulatory and company requirements are critical to protecting advisors, clients, and the firm.
Has a Bachelor's degree in Business, Finance, or related field as required
In lieu of Bachelor's degree, equivalent experience may be accepted
Has a minimum of two (2) years of experience in client service or financial services as required
Can thrive in a team-based, shared service model
Has proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
Has experience with CRM platforms (e.g., Salesforce) preferred
Is comfortable using approved AI-enabled tools, automation, knowledge resources, and digital workflows to enhance productivity, service quality, advisor support, and continuous improvement.
Demonstrates curiosity, adaptability, and a continuous improvement mindset as service workflows, technology, and advisor expectations evolve.
Account Management, Active Listening, Client Communication, Customer Service, Operational Execution, Product Knowledge, Relationship Management Salary Range:
$In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.
At Orion, we achieve our best work when we support one another, staying personally accountable to each other and the clients we serve. Together, we support one another and see it through to success, driving our collective achievements and those of our clients.