Job Title: Customer support Representative
Work Location: South Jordan, UT, USA, 84095
POSITION SUMMARY:
Beneficiary Services is a specialized team within ETRADE designed to assist with the processing of client accounts during the Inheritance process. The Beneficiary Services Specialist will be responsible for managing the transition of assets for individual clients by serving as a Subject Matter Expert for ETRADE Wealth Management Clients, Financial Advisors, Client Service Associates and/or Branch Management to facilitate inheritance and Legacy transfers. Additionally, the Associate will work closely with branches and other internal departments, provide support through various internal applications, and process paperwork in a virtual branch environment.
DUTIES and RESPONSIBILITIES:
Providing dedicated one-on-one support for the client throughout the inheritance process leveraging effective relationship management skills
Proactively communicating with clients by phone and or email to provide a high level of service, transparency, and empathy to clients and beneficiaries.
Process & follow up client service requests to ensure completion in a timely manner
Set appropriate expectations with clients and beneficiaries for requests, in line with internal Service Level Agreements, and ensure consistent follow-up
Provide world class customer service to both internal and external clients in all interactions
Research and resolve problems with both internal and external clients accurately and in a timely manner
Leverage systems and ensure all case interactions are appropriately entered and documented
Actively manage, monitor, and document daily case load by utilizing various technology resources
Apply Firm verification policies for all clients to avoid identity theft and fraudulent activity
Keep current on SEC/FINRA, Compliance and Firm guidelines and apply to processing and all interactions to ensure risk mitigation
Other ad hoc duties as assigned Additional requirements may include: Series 7 and 66 required (or 63 & 65)
EDUCATION and or EXPERIENCE:
College degree preferred
3-4 years financial services industry experience preferred including client service interactions, and knowledge of estates, trusts, and retirement plans, account opening and asset distribution processes
Knowledge/Skills:
Basic clerical and administrative skills
Effective written and verbal communication skills
Excellent interpersonal and client service skills
Organizational skills, attention to detail and excellent follow up skills
Ability to research and resolve problems and service inquiries and escalate when appropriate
Ability to efficiently handle a high volume of requests in a fast paced environment
Strong computer skills including Microsoft Suite
Basic knowledge of ETRADE systems and procedures
Be self-motivated and able to work in a strong team and high activity environment.