Senior Client Service Associate

DescriptionJob SummaryUnder general supervision, use specialized knowledge and skills obtained through experience and/or training to assist with the overall management of an assigned functional area, including collaborating with the management team to identify opportunities for operational efficiency, productivity improvements and assisting with special projects. Will be responsible for training, leading the work of other associates and supervising highly routine work. Detailed instructions and established procedures and prescribed guidelines are provided to perform a variety of tasks requiring considerable evaluation, originality or ingenuity in making routine decisions. Recommends solutions to complex problems. Provide leadership and assistance on projects and job functions within the department. Associate will be responsible for supporting department training including the maintenance of the department training tools. Extensive contact with internal and external clients to identify, research, and resolve problems.Essential Duties and Responsibilities

Monitors team workflows to ensure assignments are completed in an accurate and timely manner.

Provides support and direction to incoming callers regarding operational requirements, processes, policies and time frames.

Facilitates training of associates and provide education to branch associates on the use of applications and system enhancements.

Extensive contact with internal customers and external contacts is required to identify, research, and resolve problems.

Demonstrates department procedures and functionality to visiting branch and home-office support staff.

Provides and/or coordinates cross-training, coaching and mentoring. Serve as a back-up in cross-functional responsibilities during absences.

Assists in research; develop, revise and maintain department on-line training manual as needs dictate.

Implements new ideas to increase job performance and production.

Monitors and resolves issues related to regulations regarding client accounts, to identify potential problems or status of high-risk accounts and situations.

Provides input to supervisor regarding prioritization of assignments on a regular basis.

Prepares written recaps, reports and spreadsheets for special projects and submits to management for review.

Processes and follows up on client documentation for proper maintenance of accounts.

Prepares letters, forms, and spreadsheets to assist with servicing existing clients and prospecting for new clients.

Initiates efficiency and productivity improvements.

Creates and maintains records and files.

Ensures required client paperwork is current with firm and industry requirements, rules and regulations.

Performs other duties, special projects and responsibilities as assigned.

QualificationsKnowledge, Skills, and AbilitiesKnowledge of

Operations and systems of assigned functional area.

Advanced customer operations and financial industry knowledge.

Advanced accounting concepts and principles.

Advanced investment concepts, practices and procedures used in the securities industry and as required by assigned functional area.

Financial markets and products.

Skill in

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.

Identifying and resolving operational issues.

Numerical aptitude and critical thinking sufficient to solve operational problems.

Analyzing operational processes and identifying opportunities for improvement.

Operating standard office equipment and using required software applications to produce correspondence, reports and electronic communication.

Ability to

Navigate stressful situations and provide a high level of customer service in a calm and professional manner.

Partner with other functional areas to accomplish objectives.

Attend to detail while maintaining a big picture orientation.

Read, comprehend and apply business-related information.

Interpret and apply policies and identify and recommend changes as appropriate.

Organize, manage and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment.

Use appropriate interpersonal styles and communicate effectively, both orally and in writing, with all organization levels.

Research and analyze account information.

Work independently as well as collaboratively within a team environment.

Serve as a role model and provide a high level of customer service

Establish and maintain effective working relationships at all levels of the organization.

Educational/Previous Experience RequirementsEducation/Previous Experience

Associate’s degree and two (2) to five (5) years of relative service experience

OR

An equivalent combination of education, experience and/or training approved by Human Resources.

Licenses/Certifications

None required.

Job: Administrative & Support ServicesPrimary Location: US-FL-OrlandoOrganization EasternSchedule Full-timeJob Shift Day JobTravel NoReq ID: 2402417