Joining our team as service consultant for the death and divorce team will allow you to support financial advisors and their assistants by offering an extraordinary service experienceYour subject matter expertise, leadership, and project management skills will be put into action as you begin to guide the team to success.
The service consultant will support our frontline, level two associates and leadership team with high priority service issues, manage escalated inquires, and assist with knowledge sharingThis will include resolving escalations and complex scenarios from our clients regarding death and divorce related inquires, while determining root cause and providing recommendations for process improvementThe service consultant will also be responsible for training, coaching, and guidance for our internal and external clientsBeing strongly engaged, flexible, and adaptable to competing priorities will be a key success factor for this position.
Additionally, the cash management operations department offers opportunities to participate and contribute in team projects and training that supports your career development and advancementOur organization and team’s main priority is to create a reliable support system for our clients so they can easily navigate through estate-related inquires on behalf of their client’s and ultimately continue to grow and strengthen their practice.
Team support – responsible for maintaining and actively participating in team training program and new hire onboarding experience, as well as monitoring and recommending training for continuous learning and process improvementsAssist in maintaining a positive and supportive workplace environment by taking the initiative to offer assistance to individual team members when appropriateDeliver regular positive feedback and coaching opportunities to support the team’s development.
Continuous learning and process improvement – responsible for keeping apprised of and promoting new processes and controls, actively leading in daily huddles, and participating in monthly department meetingsProviding feedback and process improvements to drive the business forward.
Error tracking – responsible for implementing and maintaining a team-specific error tracking process to ensure proper coaching and training take place at the associate service consultant levelAdditionally, will be responsible for reporting/presenting trends and process improvement recommendations to senior leaders at the team and enterprise level.
Reporting and ad hoc projects – provide assistance with and/or support ad hoc projects and reporting as needed
Escalation review – provide support and manage escalated issues in a timely manner and be the point of contact for case resolutionFacilitate the proper handling of client complaints per regulatory requirements by communicating to and collaborating with our compliance, legal and risk teams when necessary.
Phone support – provide support with level two complex death/divorce-related issues via inbound callsTake ownership of each inquiry as the main point of contact and provide first call resolution when possibleFor complex requests, take ownership of the case that results in follow up phone calls, processing and proper documentation.
Processing – responsible for processing various death and divorce claims escalations, as well as monitoring each request through to completionTax operations review and processing will also be requiredComplete proper documentation for each request to update business partners as well as comply with departmental reporting standards.
Strong customer focus, excellent verbal and written communication skills, strong work ethic, and extremely organized
Leadership and people management experience
Ability to multi-task in a fast-paced environment
Leads by example and ensures a high quality client experience
3-5 years brokerage/financial services industry knowledge
Previous experience with trust/estate or legal administration
Ms office experience required
Finra series 7/66
Bachelor’s degree; preferably in business, accounting, or finance