Strategic Account Manager

Summary

Osaic is a financial services company serving Financial Professionals and institutions. The Strategic Account Manager provides white-glove customer support to delegated programs by managing calls, service tickets, transactions, reporting requests, and stakeholder relationships while supporting operational needs and training team members.

Responsibilities

• Serve as a primary point of contact for assigned delegated programs, ensuring timely and accurate support
• Manage day-to-day program activities, including answering phone calls and responding to Service Central tickets
• Build and maintain relationships with program stakeholders and internal teams
• Conduct client and program calls, providing updates and addressing questions
• Process transactions including new accounts, money movements, and account maintenance
• Support delegated programs with reporting and system-related requests
• Identify and escalate issues as needed to ensure timely resolution
• Collaborate with Operations and other teams to support program needs
• Provide training and act as a resource to team members, including assisting with questions and sharing knowledge

Skills

• Minimum of high school diploma or equivalent is required
• 3+ years of customer service or contact center experience
• Experience with DocuPace system
• Proficiency at Microsoft Word, Excel, Internet Explorer, Outlook, PowerPoint
• Excellent communication & organizational skills
• Quick learner with basic technical skills to efficiently navigate through various systems
• STRONG customer focus orientation
• High attention to detail, analytical mindset, and problem-solving skills
• Be able to work independently and maintain elevated levels of quality
• Self-motivated individual capable of meeting departmental expectations and deadlines
• Ability to participate and contribute to a team environment
• Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Osaic
• Bachelor's degree preferred, high school diploma (or equivalent) in combination with significant experience will be considered in lieu of degree
• 5+ years' experience in financial services operations or broker-dealer setting
• Bachelor's degree in business, Finance or related field is preferred
• CRM experience / Salesforce experience
• Completion of FINRA SIE exam
• FINRA Series 7 license, other FINRA licenses

Qualifications

Must Haves

• Minimum of high school diploma or equivalent is required
• 3+ years of customer service or contact center experience
• Experience with DocuPace system
• Proficiency at Microsoft Word, Excel, Internet Explorer, Outlook, PowerPoint
• Excellent communication & organizational skills
• Quick learner with basic technical skills to efficiently navigate through various systems
• STRONG customer focus orientation
• High attention to detail, analytical mindset, and problem-solving skills
• Be able to work independently and maintain elevated levels of quality
• Self-motivated individual capable of meeting departmental expectations and deadlines
• Ability to participate and contribute to a team environment
• Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Osaic

Nice to Haves

• Bachelor's degree preferred, high school diploma (or equivalent) in combination with significant experience will be considered in lieu of degree
• 5+ years' experience in financial services operations or broker-dealer setting
• Bachelor's degree in business, Finance or related field is preferred
• CRM experience / Salesforce experience
• Completion of FINRA SIE exam
• FINRA Series 7 license, other FINRA licenses

Benefits

• Annual performance-based bonus
• Remote work
• Eligible for overtime
• Robust training prior to moving onto the “floor”