Job Summary 

The Sr. Associate, Advisory & Managed New Accounts role  (SMA/UMA Team) will carry out a range of customer service activities, including handling customer cases and inquiries that are more complex or outside the norm. This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 3 per week averaging 12 days per month in one of the following locations: St. Petersburg, FL or Memphis, TN.

Essential Duties and Responsibilities

• Carry out a range of customer service activities, including handling customer cases and inquiries that are more complex or outside the norm.
• Answer the telephone and assist callers or those making varied inquiries by email or mail with any requests for information, directing more complex matters to colleagues as necessary. Initiate contact internally and externally to convey requests, provide instructions, or obtain information on behalf of a senior colleague.
• Receive and screen visitors, answering routine questions, providing information, or directing requests elsewhere.
• Produce, update, and provide best practice support on Microsoft documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.
• Provide an efficient counter service by carrying out standard branch operations tasks and informing customers about simple products.
• Create, organize, and maintain files containing the correspondence and records of a senior colleague.
• Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.
• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering
• to mandatory procedures to ensure own work is undertaken to the required standards.
• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Knowledge, Skills, and Abilities:

• Uses clear and effective verbal communications skills with guidance (but not constant supervision) to express ideas, request actions and formulate plans or policies.
• Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.
• Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Works at an intermediate level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works with guidance.
• Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.
• Works with guidance (but not constant supervision) to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance.
• Works with guidance (but not constant supervision) to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Receives, monitors and deals with allocated customers with guidance (but not constant supervision)
• Applies understanding of the business environment and objectives to develop solutions with guidance but not constant supervision.
• Works with guidance (but not constant supervision) to meet high customer service standards.
• Works with guidance (but not constant supervision) to understand and effectively operate all customer management systems.
• Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.
• Works with guidance (but not constant supervision) to select, deploy and get the best results from the most appropriate office system.
• Works at an intermediate level to recognize sales opportunities during service interactions to enhance overall customer service. Typically works with guidance.
• High School (HS) (Required)

This is the pay range that Magnit reasonably expects to pay for this position: $24.05/hour - $32.07/hour

Benefits: Medical, Dental, Vision, 401K