Job Summary: 

Under direct supervision, the associate works in a multi-skilled environment to ensure all client account documents meet industry regulations by acting as a liaison between branch personnel and the Home Office. The associate will primarily handle batching and scanning of returned mail. Troubleshoot and/or train on systems and processes through world-class phone support. Additionally, the associate facilitates problem resolution and document processing. Follows established procedures to perform routine tasks and receives general guidance and direction to perform a variety of non-routine tasks with limited decision-making responsibility.

Essential Duties and Responsibilities:

• Reviews, updates, maintains, and services client accounts by ensuring the documentation meets industry policies and regulations which will protect the firm, Financial Advisors (FAs), and clients.
• Answers operational and compliance questions via phone or email related to systems and department processes.
• Prepares industry-required mailings to clients.
• Serves as a liaison between branches and other home-office personnel in a call center environment.
• Provides support and direction regarding required operational processes, policies, and timeframes.
• Educates FAs and home-office personnel on the use and maintenance of systems required for submitting documentation to the Home Office.
• Provides support as well as assists in on-the-job training for other associates.
• Supports a continuous improvement environment by providing feedback on processes and procedures.
• Performs other duties and responsibilities as assigned.
   

Knowledge, Skills, and Abilities:
Knowledge of:

• Company policies, procedures, practices, products, and services.
• Principles, practices, and procedures of general office and departmental concepts.
• Knowledge of MS Office sufficient to create letters, documents, update/create spreadsheets, and send emails.
   

Skill in:

• Organization and time management sufficient to prioritize workload, handle multiple tasks, and meet deadlines.
• Problem solving and analysis sufficient to assess client issues and accurately provide resolutions.
• Operating call center software applications.
   

Ability to:

• Communicate information orally and in writing in a clear and effective manner sufficient to explain complex regulations.
• Learn and interpret department policies, procedures, and requirements.
• Constructively work under stress and pressure when faced with high volume and deadlines.
• Provide courteous, timely service when addressing client issues and transactions.
• Use good judgment in responding to client issues.
• Acquire and maintain new knowledge in an ever-changing process-driven environment.
• Demonstrate efficiency and flexibility in performing detailed transactional tasks in a fast-paced work environment with frequent interruptions and changing priorities.

• High School Degree or equivalent with at least two (2) years of customer service experience.

   

This is the pay range that Magnit reasonably expects to pay for this position: $17.25/hour - $23.00/hour

Benefits: Medical, Dental, Vision, 401K