Responsible for providing service fulfillment, with case ownership, resolution, partnership, research, and proactive support for internal partners across the organization including Internal Support Teams and our clients on complex, niche scenarios
Manage workload through CMC case functionality
Adherence to service level agreements which include hitting response and resolution cycle time goals
Ability to work independently and in partnership to resolve any operational challenge that presents itself
Each associate provides full accountability, ownership, and coaching opportunities which builds powerful relationships
The team may handle complex, niche scenarios not limited to but related to profile merge issues, cost basis issues, history file adjustments, credit line increases, account restrictions, account opening errors and niche product support
This model is built to align with business needs and goals of key partners which drive sales, associate / client satisfaction, and efficiencies
Adherence to all performance management related goals such as managing risk, operational excellence, diversity and inclusion, client care, along with displaying optimal behavioral competencies

Strong business acumen with an in depth understanding and alignment to the Consumer Investments operating model and overall value proposition
Exceptional critical thinking / problem solving Qualifications to immediately address complex, niche client issues
Apply sound judgment in making decisions
Expert knowledge of internal policies, procedures, and processes to ensure flawless execution and delivery
Relationship management Qualifications and ability to anticipate needs of business partners that we support
Strong client service proficiency including excellent verbal, written and listening Qualifications
Ability to multi-task and independently prioritize his/her workload.
Understand and demonstrate cultural awareness, integrity and ability to work as part of a team
Strong analytical, negotiation and problem solving Qualifications
Capable of multi-tasking and working efficiently under stress and high volume
Strong organizational, time management and teamwork Qualifications

industry-leading benefits
access to paid time off
resources and support to employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

Specialty Consumer Investments Operations Specialist

Key skills