Essential Duties and Responsibilities:

• Answers calls and questions from financial advisors (FA’s) and sales assistants (SA’s) related to account opening and maintenance.
• Establishes new client accounts by utilizing industry registration requirements.
• Via department workflows, enforces documentation requirements of clients and accounts to meet industry policies and regulations, including Anti Money Laundering and Know Your Client.
• Reviews standard issues, analyzes and interprets data and determines appropriate corrective action.
• Understands client needs, identifies root causes of problems and implements pragmatic solutions.
• Processes various basic department related reports and contacts FA’s and SA’s to resolve account issues.
• Supports and complies with established policies and procedures.  May recommend suggestions to improve workflows, policies and procedures.
• May act in a mentor capacity to less experienced associates.
• Contributes to department projects, documentation, general analysis and testing as needed.
• Participates in a high learning culture where on-the-job training is prevalent.
• Reviews daily tasks for accuracy and completeness.  Maintains detailed records/notes to ensure all client requests are logged and completed in a timely fashion.
• Assists other areas of the department with various functions when volume is high and/or staffing levels are low.
• May be required to assist with after-hour account validation events related to Mass Account Transfers.
• May participate in general User Acceptance Testing (UAT) for system and new process implementation.
• Performs other duties and responsibilities as assigned.

Knowledge, Skills, and Abilities:

Knowledge of:

• Operations and New Account systems.
• Basic customer operations and the financial industry.
• Basic accounting concepts and principles.
• Basic investment concepts, practices and procedures used in the securities industry and as required New Accounts.

Skill in:

• Detail orientation and flexibility sufficient to handle high volume of phone calls requiring quick analytical and supportive responses.
• Interpersonal and communication (written and verbal) skills sufficient to interact with associates at all levels of the organization as well as financial advisors and branch personnel.
• Identifying and resolving operational issues.
• Numerical aptitude and critical thinking sufficient to solve operational problems.
• Analyzing operational processes and identifying opportunities for improvement.
• Operating standard office equipment and using required software applications to produce correspondence, reports and electronic communication.

Ability to:

• Organize and prioritize workload to meet deadlines
• Multitask to handle phones and processing.
• Use independent judgment on a variety of issues.
• Work constructively 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 a variety of client issues.
• Competently analyze and prioritize information to make appropriate recommendations
• Demonstrate efficiency and flexibility in performing detailed transactional tasks in a fast-paced work environment with frequent interruptions and changing priorities.
• Participate in on the job training and other learning activities to develop knowledge and understanding of FINRA, state and other regulatory agency rules and regulations regarding client accounts.
• Take an active part in the training and development of new associates.
• Review, understand and interpret legal documentation
• Adhere to a schedule.
• High School Degree or equivalent with at least two (2) years of customer service experience.  Experience in a contact center environment and college degree preferred.

This is the pay range that Magnit reasonably expects to pay for this position: $18.75/hour - $25.00/hour

Benefits: Medical, Dental, Vision, 401K