Key Responsibilities
Actively engaged to excel in an online preparation for the FINRA SIE, Series 7 and Series 63 licensing exams. This includes having the discipline to maintain the appropriate study schedule and understand the course content.
Interact directly with customers, predominately via a high-volume, in-bound phone queue, to provide accurate and timely resolution for money movement, trade, and service requests while utilizing appropriate internal computer applications to meet or exceed service goals. May enter trade or money movement requests on behalf of the customer.
Develop an understanding of systems and procedures to educate clients and advisors directly on services as they arise to facilitate efficient self-service. Serve as a resource for customers on company or product policies and systems and troubleshoot usability issues raised by customers as well as provide education to customers.
Effectively leverage available resources to aid in making good decisions for different courses of action, act with a clear sense of ownership, follow through on commitments, escalate to avoid missing a deadline, learn quickly when facing new situations to positively impact customer effort and overall service experience.
Translate feedback into accountable results to improve processes, efficiency targets, and caller experience based on guidance from peers, coaches, and/or leaders.
Respond directly to information requests initiated by customers using a variety of systems. Provide information to clients, advisors, or relationship partners, and work with internal partners to resolve any outstanding question(s). Process routine service transactions, or resolve account service casework, which have been initiated by web-based or paper forms using computer applications in a timely manner in order to meet or exceed service goals
Required Qualifications
- Education: High school or GED
- 0 to 1 year relevant experience required
- Post-secondary education and relevant work experience may be interchanged to meet the combined total years of minimum required qualifications for education and experience.
- Excellent customer service skills.
- Ability to explain policies or concepts in a straightforward, easy-to-understand manner.
- Strong written and verbal communication skills.
- Demonstrated ability managing multiple priorities in a fast-paced environment.
- Demonstrated skill troubleshooting and identifying and resolving root cause issues.
- Willingness to obtain FINRA SIE, Series 7 and Series 63 registrations through our company-paid training.
- Ability to pass a pre-employment background verification and U-4 FINRA verification.
- Willingness to focus on the licensing study expectations.
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