Associate Service Professional

Job Overview

The Cash Management Associate Service Professional in Operations will primarily handle inbound and outbound calls with our advisors aiming to guide and support cash management requests. This includes proactively resolving any issues with incomplete/incorrect documentation and/or information. The ideal candidate will pride themselves on providing advisors with accurate information to resolve issues and educate for future requests. The individual in this role will need to have a solid understanding of how to handle complex phone calls to our advisors. Upon completion of the call, the individual will have the ability to process, support call resolution, and have a solid understanding of Cash Management Operations daily processes. Exceptional customer service and professionalism is required while providing a positive experience to our advisors and clients.

Responsibilities

• Providing support with complex customer account-related issues via inbound/outbound calls while displaying the utmost professionalism.
• Setting expectations and taking appropriate actions to resolve inquiries in a timely manner; this may include initiating calls, emailing internal departments, advisors, and/or LPL representatives.
• Effectively communicating, verbally and in writing, all pertinent information to financial advisors on the status of their NIGO request and what is needed to get account in good order (IGO).
• Proactively identifying issues to help minimize the need for not in good order (NIGO) rejections.
• Supporting internal and external business partners regarding NIGOs, distributions/deposits, special projects, or ad hoc requests on a case-by-case basis.
• Partnering with team members to continuously grow and enhance expertise.
• Cross-training on all cash management processes for retirement and non-retirement accounts assisting with overall departmental production goals.
• Assuming ownership of complex situations received via email, Dynamics, Smartsheet, phone, etc.
• Providing feedback and process improvements to drive the business forward.
• Engaging in huddles, attending department meetings, and assisting with policy/procedural updates.
• Reviewing and contributing insight on discrepancies reported to Cash Management.

Requirements

• 2+ years of experience in brokerage/financial services industry.
• 2-3 years of professional work experience, customer facing experience is a plus.
• Strong and effective communications skills (written and verbal); ability to communicate with a variety of personalities.

Qualifications & Core Competencies

• Understanding risks related to Cash Management.
• Understanding of the financial services and banking industry.
• Organized, analytical, and accurate with a strong attention to detail.
• Ability to multi-task and work in an agile environment.
• Strong organizational and critical thinking skills.
• Ability to work self-directed/independently.
• Ability to develop analytical and problem-solving skills.
• Effective time management.
• Team player with a positive attitude.
• Bachelor's degree from an accredited college or university or equivalent work experience.

Pay

$21.10-$35.16/hour