Investment Client Services Analyst

Role Overview

• Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment.
• Expert at resolving inquiries and transactions from clients (Financial Representatives) on basic, intermediate (semi-complex), calls and transactions in a registered area and proficient at complex work.
• Researches and evaluates possible solutions to complex problems that requires identifying root cause and deviation from procedures and handles escalation resolution.
• Regularly promotes client retention and identifies opportunities for the field to build existing relationship, knows when to refer back to the field for follow up.
• Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers.
• Ability to de-escalate client experience situations effectively while guiding clients (Financial Representatives) through complex and unique inquiries.
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Embraces new technology and serves as an advocate for self-service capabilities by educating
• the field for the benefit of their client.
• Understands risks and impacts that the transaction has on the client or account.
• Supports digital savvy capabilities in self and others/Understands how to explain system limits and capabilities to others.
• Lead others through change (help others adapt to changing environments and accept new situations).

Requirements

• Associates degree in business or related field or equivalent combination of education and experience.
• Minimum of 4 years related customer service experience with proven customer service skills.
• Basic knowledge of investment products or financial markets.
• Basic understanding of tax implications.
• Advanced written and verbal communication skills.
• Ability to multi-task and handle high volume of calls/case load with the greatest possible degree of accuracy.
• Strong organization skills with the ability to prioritize tasks.
• A strong desire to continuously learn and improve.
• Strong problem-solving skills and ability to provide options.
• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Flexible work arrangements