Job description
Hybrid Work Environment
This position follows our hybrid-friendly schedule, so you get the best of both worlds -- flexibility and collaboration. In office days will be 3 per week averaging 12 days per month in our Corporate Home Office.
Responsibilities:
- Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.
- Accurately and efficiently diagnoses questions and issues and crafts client focused solutions.
- Provides education to branch personnel related to account opening and maintenance.
- Follows daily schedule accurately to ensure the success of the department in meeting our Service Level Agreements.
- Establishes new client accounts by utilizing industry registration requirements.
- Processes documents accounts to meet industry policies and regulations, including Anti Money Laundering and Know Your Client.
- Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.
- Enter data into standard branch systems, reviewing and verifying it for accuracy. This includes handling and documenting counter transactions.
- Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
- Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
Skills:
- Detail orientation and flexibility sufficient to handle high volume of phone calls requiring quick analytical and supportive responses.
- Interpersonal and communication (written and verbal) skills sufficient to interact with associates at all levels of the organization as well as financial advisors and branch personnel.
- Organize and prioritize workload to meet deadlines.
- Express ideas, request actions and formulate plans or policies.
- Supports business processes by applying an effective use of standard office equipment and standard software packages.
- Develop appropriate plans or perform necessary actions based on recommendations and requirements.
- Make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability.
- Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.
- Plan, organize, prioritize and oversee activities to efficiently meet business objectives.
- Develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
- Connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.
- Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
- Meet high customer service standards.
- Understand and effectively operate all customer management systems.
- Perform data analysis for use in reports to help guide decision making.
- Select, deploy and get the best results from the most appropriate office system.
Educational/Previous Experience Requirements:
- High School Diploma/GED - Required
- Bachelor's Degree in Business, Finance, or related field highly preferred.
or
- Any equivalent combination of experience, education, and/or training approved by Human Resources