Baird Online Solutions Specialist

Challenge your thinking and build an amazing career with the best people in the financial services industry! Baird’s Financial Advisors provide advice, strategies, and solutions to high-net worth individuals and families across the United States, serving as true partners. True wealth management goes beyond managing investments. At Baird, we understand it begins with learning all we can about what our clients want for themselves and their families. We work closely with them to prioritize their goals, utilizing Baird’s resources and expertise to create a tailored plan to ensure success as they’ve defined it. Our 1,700+ private wealth associates serve clients coast-to-coast from over 160 + locations in over 33 states. We have been recognized on Barron’s Top Wealth Management Firms for 10 consecutive years and hold over $255 billion in client assets. Check out this
The Technology Solutions Team is an established group within Baird’s Private Wealth Management Technology Best Practices department with a mission to help grow revenues and improve profitability by motivating the sales force to use desktop technologies more strategically. We pride ourselves on providing our internal and external clients with best-in-class technology tools, and we are committed to coupling these tools with best-in-class technology support.
The Baird Online Solutions Specialist will be expected to play a leading role in supporting clients in using Baird Online. This position offers significant exposure within the firm, and the Specialist will be expected to build and maintain relationships with our Financial Advisors, Client Specialists, Sales Management, and various corporate resource groups.
We are looking for an energetic individual that has a passion for financial services technology and the ability to deliver outstanding client service to join our team!
As a Baird Online Solutions Specialist, You Will

• Deliver outstanding client service using a combination of effective communication and troubleshooting skills to resolve client issues and fulfill requests.
• Make recommendations to better assist and improve the overall efficiency of daily operating procedures.
• Set client expectations when opening tickets and ensure all request/services are executed on time in accordance with service level agreements with the business.
• Partner with Technology Product Manager, IT Development Team, and Operations, to evaluate enhancement requests and support the rollout of new features.
• Identify trends with incoming calls to effectively initiate incident escalation process where appropriate.
• Offer consultations both remotely and in-person for branch associates and/or clients
• Ask appropriate probing questions to gather relevant information to aid in resolution of requests.
• Partner with internal support teams on troubleshooting issues and educating on new features as needed.
• Communicate technical information to both technical and nontechnical personnel.
• Drive user-adoption by providing in-depth functional application coaching, both reactively and proactively, to ensure that Advisors, Client Specialists, and clients are using Baird Online effectively.
• Maintain and update knowledge management system with resolutions for common issues.
• Track and monitor client requests to ensure timely and accurate resolution.
• Act as a subject matter expert on our key client-facing technology, BairdOnline, and its interconnectivity with other PWM desktop technologies.

What Makes This Opportunity Great

• Unique chance to impact and drive revenue and profitability of Baird’s PWM business unit.
• Great exposure to multiple facets of PWM and the Firm working with a diverse set of stakeholders.
• Excellent opportunity to support a critical function within a well-respected and established wealth management business.

What We Look For

• Superior customer service attributes; willingness to go “above and beyond” for your client.
• Excellent written and verbal communication skills.
• Displays high initiative and works well under pressure.
• Ability to develop, build, and maintain relationships with internal and external partners.
• Advanced problem-solving skills and ability to troubleshoot a variety of issues.
• Must have ability to multitask, shift work priorities due to business needs and work well under a deadline-driven environment.
• Strong comfort level with technology and the ability to explain new concepts effectively to end users.
• Bachelor’s degree required; financial industry experience, including client support preferred.
• Professional, calm, and courteous telephone mannerisms.
• Ability to complete SIE and Series 7 within one year.

Commitment to Inclusion & Diversity
Baird is committed to inclusion & diversity for our clients, our associates and the communities where we live and work. This commitment stems from our culture of integrity, genuine concern for others and respect for the individual. We view inclusion & diversity as an ongoing journey – one of shared responsibility, continuous improvement and a focus on progress. We invite you to join us as we work together to foster an environment where diversity unites rather than divides us.