529 Shareholder Services Specialist II

About the Role

The 529 Plan Services Specialist II is responsible for providing various transfer agency functions and maintaining accurate records for 529 Plan clients. This position requires in-depth 529 Plan knowledge and direct interaction with clients, financial representatives, vendors, and team members.

Responsibilities

• Answers incoming call, email, and chat interactions.
• Initiates outgoing call interactions.
• Answers general and specific questions regarding 529 plans.
• Opens and performs quality control review on new account enrollment requests.
• Initiates and performs quality control review on transfer requests and investment election changes.
• Inputs complex trades and account maintenance updates into the recordkeeping system.
• Processes requests for 529 plan literature and forms.
• Composes and sends basic correspondence to account owners and financial representatives.
• Performs daily reconciliation of manual, NSCC, and internet-based trades.
• Processes returned mail within guidelines.
• Assists with onboarding of new department associates.
• Comprehends, retains, and explains services, company policies, and legal requirements.
• Learns and utilizes compliance procedures, desk policies, and state-specific forms and documents.

Qualifications

• Undergraduate degree in business administration, finance, or related area.
• Series 6 or 7 license.
• 3-5 years of experience providing inbound support to clients in a call center.
• Experience within the back-office of a retirement services department, clearing firm, brokerage firm, mutual fund department, or financial services industry.

Skills

• Exceptional customer service skills with proper phone etiquette.
• Troubleshooting using creative and critical thinking skills.
• Multitasking, analytical, and organizational skills.
• Initiative-taking, strategic, and meticulous approach with a commitment to quality and efficiency.
• Strong written and oral communication skills.
• Active listening and problem-solving abilities.
• Effective working relationship building with associates and clientele.

Knowledge

• Financial service products, including 529 plans, mutual funds, and retirement plans.
• Online account owner web portals and 529 industry websites.
• Microsoft Office Suite and Adobe Acrobat.

Working Relationships

• Daily contact with account owners, financial representatives, and broker-dealer firms.
• Daily contact with members of the 529 team, including senior associates and manager.
• Daily contact with internal teams and departments.