Associate, Decedent Solutions

Hybrid Work Environment: This position follows a hybrid-friendly schedule with 3 in-office days per week in one of the following corporate office locations: St. Petersburg, FL, Memphis, TN, or Southfield, MI.

About the role

As a Decedent Solutions Associate, you will play a vital role in supporting internal teams and Financial Advisors through the sensitive and complex process of managing decedent accounts. You will provide thoughtful and accurate client support by researching and resolving escalated issues with care and precision. Leveraging your knowledge of operational procedures and regulatory requirements, you will recommend effective solutions to moderately complex problems. This role involves frequent interaction with internal stakeholders, requiring strong communication skills, attention to detail, and a commitment to delivering exceptional service during a critical time in the client lifecycle.

Responsibilities

• Process financial transactions accurately.
• Assist with various requests for information, referring more complex matters to colleagues.
• Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.
• Carry out standard customer service activities and handle simple customer inquiries.
• Maintain files and records.
• Organize own work schedule each day in line with changing priorities.
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Requirements

• Knowledge of general office practices and procedures.
• Proficiency in Microsoft Word, Access, Excel, and Outlook to create/update documents, reports, and spreadsheets.
• High School diploma (required).
• 4 to 6 months of general work experience.

Skills

• Organizational and time management skills sufficient to prioritize workload, handle multiple tasks, and meet deadlines.
• Problem-solving and analytical skills sufficient to assess client issues and accurately provide resolutions.
• Experience operating call center software applications.
• Ability to communicate information orally and in writing in a clear and effective manner sufficient to explain complex regulations.
• Ability to acquire and maintain new knowledge in an ever-changing regulatory environment.
• Clear and effective verbal communication skills to express ideas, request actions, and formulate plans or policies.
• Support business processes by effective use of standard office equipment and software packages.
• Develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization’s ability.
• Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.
• Plan, organize, prioritize, and oversee activities to efficiently meet business objectives.
• Develop, monitor, interpret, and understand policies and procedures, ensuring they match organizational strategies and objectives.
• Connect with customers to strengthen relationships, meeting personal needs through positive customer experiences.
• Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Meet high customer service standards.
• Understand and effectively operate all customer management systems.
• Perform elementary data analysis for use in reports to help guide decision-making.
• Select, deploy, and get the best results from the most appropriate office system.

Benefits

This position is eligible for a benefits package that may include:

• Medical, dental, and vision insurance.
• Life insurance, critical illness insurance, and accident insurance.
• Disability benefits.
• Retirement savings.
• Paid time off (including vacation, holidays, and sick leave).
• Parental leave.

Eligibility for benefits and specific offerings may vary based on position and employment status. For more details, visit Myrjbenefits.com.

Pay

The total compensation for this position includes base salary or wages and may include additional components such as cash or equity, discretionary bonuses, or commissions.

Schedule

Hybrid workstyle with less than 25% travel.