Tier 1 Client Service Agent

Responsibilities

• Serve as the first line of support for client inquiries received through phone, email, and live chat.
• Respond to questions about product features, functionality, policies, procedures, and Fi360 learning solutions with clear, professional guidance.
• Educate clients at all experience levels on industry best practices, the Fiduciary Standard of Care, and effective use of Fi360 tools and technology solutions.
• Troubleshoot common technical and user issues, resolving cases efficiently and escalating complex matters to Tier 2 Support or Product teams as appropriate.
• Document all client interactions, issue details, resolutions, and follow-up actions accurately and thoroughly in systems such as Zendesk and Salesforce.
• Partner with Product, Technology, Sales, and other internal teams to communicate client feedback and identify opportunities for product, service, and process improvements.
• Contribute to team performance goals, including client satisfaction, first-response time, service availability, and case-resolution quality.
• Identify recurring client issues and recommend process enhancements, knowledge-base updates, or support improvements.
• Continuously build knowledge of Fi360 solutions, the financial services industry, and fiduciary principles to improve the quality of client interactions.
• Represent Fi360 professionally during client meetings, webinars, or industry conferences as needed.
• Perform other duties and responsibilities as assigned.

Qualifications

• 1+ years of experience in client relations, customer support, sales, or a related role involving direct client communication by phone and email.
• Strong written and verbal communication skills, with the ability to provide clear, professional guidance to clients.
• Strong customer-service skills and a demonstrated commitment to positive client experiences.
• Experience with SaaS platform support tools
• Effective troubleshooting and problem-solving skills.
• High attention to detail and accuracy in documentation and data entry.
• Ability to manage challenging client situations with patience, professionalism, and composure.
• Ability to work independently and collaborate effectively with cross-functional teams.
• High level of professionalism and commitment to client satisfaction.

Salary Range

$55,000 - $60,000 USD

Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education.

Bonus Eligible.

We 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.

US applicants: Click here to view the EEOC " Know Your Rights " poster.