Contract, Licensing & Registration Senior Analyst, Distribution Services

About The Job

The Contract, Licensing & Registration (CLR) Senior Analyst will perform a variety of functions related to contract, licensing, registrations, terminations, and support. This role involves providing quality and timely customer service to field and home office staff on these topics. The CLR Senior Analyst will learn each job task within the division and provide backup during vacations and high-volume periods. Key responsibilities include:

• Communicating with callers clearly and in an open, direct, and timely manner.
• Answering routine questions and escalating calls as needed.
• Identifying special handling needs and coordinating problem resolution.
• Providing complete and accurate solutions to all customer needs with appropriate guidance.
• Handling more complex inquiries under the direction of the Manager, Specialist, or Mentor.
• Adhering to phone schedules in accordance with set standards.
• Giving and receiving regular feedback/information in an open and positive manner.
• Helping others with additional casework as needed.
• Trying new ways of challenging the status quo and changing the way we work.
• Contributing to a positive environment by openly communicating new ideas/solutions, perspectives, and experiences in team meetings, training sessions, 1x1s, and huddles.
• Demonstrating behaviors that reflect and support our company and department values, vision, and culture of learning/growth.
• Absorbing and organizing work in a manner that allows team members to easily locate and complete casework when needed.

What You'll Bring

• A bachelor's degree or 3 years of customer service experience.
• 1-2 years of financial services experience preferred.
• Ability to work a structured schedule for service coverage through a blend of 50/50% processing and phone work.
• Experience working in shared queue or operations systems to document updates and action items.
• PC experience with Microsoft Word, Outlook, and other Microsoft Office software.
• Non-Registered Fingerprinted employee.
• Proven strong analytical and problem-solving skills.
• Superior customer service skills with the ability to address and resolve complex and sensitive issues.
• Ability to work independently and manage multiple tasks simultaneously.
• Ability to coach and provide guidance on core customer service responsibilities.
• High level attention to detail.
• Expert technical knowledge.
• Excellent communication skills, both written and verbal.
• Superior organization skills.

Compensation

Compensation Range: Start: $21.77, End: $32.66. Geographic Specific Pay Structure: Structure 115. Final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process.