Investment Client Srvcs Spec (NRF) - Account Reassignment Team

About the role

Join ICS’s Account Reassignment team and help deliver a smooth, high-stakes transition experience for our field partners and their clients when representatives change (e.g., succession plans, ensembles, code moves, and terminations).

Primary Duties & Responsibilities

• Own case work end-to-end for rep reassignment: intake, research, documentation, operational updates, and final quality checks across brokerage and advisory accounts.
• Consult the field on access/navigation, reassignment rules, and account maintenance; de-escalate sensitive scenarios with clarity and empathy.
• Safeguard supervisory integrity by applying oversight standards on impacted advisory accounts and ensuring policies and controls are followed.
• Resolve and prevent issues by investigating root causes, reconciling discrepancies, and maintaining an auditable trail.
• Analyze data and trends (Excel) to monitor volumes, turnaround times, error patterns, and downstream impacts; recommend fixes and backlog items.
• Collaborate cross-functionally with ICS peers and enterprise partners (e.g., CL&R, Advisor Solutions, Risk Client Services) to remove friction and improve consistency.
• Support service performance for case queues and phone coverage as needed, adjusting priorities to meet demand.
• Contribute to change by participating in UAT and process improvements; communicate changes clearly to stakeholders.

Qualifications

• Bachelor’s in Business or related field or equivalent industry experience.
• 3+ years in investment services/operations with a track record of resolving complex inquiries.
• Strong judgment in ambiguous situations; analytical, detail-oriented, and comfortable making decisions.
• Excellent interpersonal and written communication; able to influence without authority and collaborate across levels.
• Self-directed, organized, and effective at managing multiple assignments.
• Solid operational knowledge of brokerage/advisory products and procedures.
• Excel proficiency; comfort with data analysis and pattern recognition.
• Facilitation/presentation skills to explain complex operational changes simply.

Skills

• Attention to Detail
• Financial Services Industry Acumen
• Root Cause Analysis & Decision Quality
• Technical Problem Solving
• Customer Service Mindset

Compensation

Pay Range - Start: $56,640.00
Pay Range - End: $84,960.00
Structure: 110 Geographic Specific Pay Structure: Structure 115