Operations Associate-Digital Support
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real content. We must not repeat job title. Must not include Job ID etc. Remove boilerplate: EEO, legal, navigation, cookie, etc. Also remove duplicated lines. Preserve all substantive info.
We need to parse the posting.
The posting includes:
- Intro: "Why Stifel Stifel strives for a culture..." That's about culture, maybe "About Stifel" section. Could be "About the role"? Actually "Why Stifel" is about company culture. Could be "About Stifel" but we only have allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can use "About the role" for description of role? The posting includes "What You'll Be Doing" which is responsibilities. Also "What We're Looking For" which is requirements/skills? Also "What You'll Bring" which is qualifications/skills. Also "Education & Experience". Also "Systems & Technology". Also "About Stifel" which is company info. Also benefits mentioned: "At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off." That's benefits.
Pay and Schedule not mentioned, so we should not include those sections.
We need to decide which headings to use.
Possible sections:
- About the role: could include description of role: "The Digital Support Associate is responsible for aiding in driving departmental results for the ongoing support for Stifel's Client Facing Platforms..." plus maybe "It is not a software development..." etc. That seems appropriate.
- Responsibilities: could be the bullet list under "What We're Looking For"? Actually that list seems like responsibilities/duties. The "What You'll Be Doing" also describes responsibilities. We need to avoid duplication. We can combine.
Better: Use "Responsibilities" for the list of duties (the bullet points under "What We're Looking For").
Use "Requirements" for education & experience and systems & technology.
Use "Skills" for "What You'll Bring" (skills/attributes).
Use "Benefits" for the benefits paragraph.
Use "About the role" for the introductory description of role and maybe company culture? But we have also "About Stifel" separate. However we don't have a heading for "About Stifel". Could we put that under "About the role"? Might be okay but it's about company not role. The instruction: "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we can only use those headings. We cannot add "About Stifel". So we need to fit company info somewhere else, maybe under "About the role" as a brief description? Or we could omit it? But we must preserve ALL substantive information; we cannot omit company description. So we need to include it somewhere. Perhaps we can put it under "About the role" as a preamble. Or we could treat "About the role" as including both role description and company overview. That seems acceptable.
Thus:
About the role
About the role
Why Stifel strives for a culture that puts its clients and associates first: a culture where everyone belongs, everyone is welcome, and everyone contributes to the success of our clients, their careers, and the firm as a whole. Let’s talk about how you can find your place here at Stifel, where success meets success. The Digital Support Associate is responsible for aiding in driving departmental results for the ongoing support for Stifel's Client Facing Platforms. This position requires the ability to gain a sound understanding of department subject matter including Digital Client Application Support, assisting with relevant training materials, and level 2 troubleshooting. This position will require collaboration among team members, IT Product Support, and branch office personnel to provide a high level of customer service under direct supervision while following established procedures. This position focuses on supporting users of Stifel's digital platforms and banking products via phone calls and emails. It is not a software development, programming, engineering, or system administration role. Stifel is more than 130 years old and still thinking like a start-up. We are a global wealth management and investment banking firm serious about innovation and fresh ideas. Built on a simple premise of safeguarding our clients’ money as if it were our own, coined by our namesake, Herman Stifel, our success is intimately tied to our commitment to helping families, companies, and municipalities find their own success. While our headquarters is in St. Louis, we have offices in New York, San Francisco, Baltimore, London, Frankfurt, Toronto, and more than 400 other locations. Stifel is home to approximately 9,000 individuals who are currently building their careers as financial advisors, research analysts, project managers, marketing specialists, developers, bankers, operations associates, among hundreds more.
That includes culture and company info. Now Responsibilities: list from "What We're Looking For". Those bullet points: - Accurately provides phone support with a high level of customer service - Identifies potential problems or issues and escalates to department leadership if necessary. - Develops effective communication skills with clients, Stifel Branch personnel, and within the department. - Provides timely updates on the progression of job responsibilities to leadership. - Demonstrates the ability to work collaboratively within a team and with other areas in the firm. - Manages incoming calls and keeps records of caller interactions. - Troubleshoots and diagnoses issues related to Stifel's Client Facing Applications, including gathering all relevant information from the caller, working with team members to apply known troubleshooting techniques, opening detailed support tickets when troubleshooting fails, and following up with users once the issue is resolved. - Handles escalated calls and emails from tier 1 support. We need to put these in- .
Now Requirements: includes Education & Experience and Systems & Technology.
Education & Experience:
- Minimum Required: High School diploma required.
- Preferred: Bachelor's degree or relevant career experience.
- Minimum Required: 0-2 years' professional business related experience.
Systems & Technology:
- Microsoft Outlook and Microsoft Office Suite, especially Word and Excel.
- Proficient in Internet Browsers; including Microsoft Edge, Chrome, and Safari, and how to troubleshoot issues.
- Thomson One and BETA knowledge is beneficial.
We can combine these under Requirements.
Now Skills: from "What You'll Bring":
- Strong organizational skills with the ability to follow up on open tasks.
- Strong phone interaction skills and active listening.
- Ability to multitask, prioritize and manage time effectively.
- Ability to learn Stifel's Client Facing Applications, and Stifel policies that pertain to the department and to the firm.
- Working knowledge of financial services applications, systems, terminology and procedures.
- Provides the highest quality of customer service through written and verbal communication.
- Maintains a positive, empathetic, and professional attitude toward callers at all times.
Now Benefits: from "At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off."
We should not include EEO line.
Now ensure we don't include any filler like "commensurate with experience". Not present.
Now output only HTML fragment.
We must not include markdown fences.
Let's craft.
Check for duplicate lines: The intro had "Let’s talk about how you can find your place here at Stifel, where success meets success." appears twice (once in culture intro and again at end of About Stifel). We should avoid duplication. We'll include only once.
We need to preserve all substantive info; duplication removal is allowed.
Let's write.
About the role
Why Stifel strives for a culture that puts its clients and associates first: a culture where everyone belongs, everyone is welcome, and everyone contributes to the success of our clients, their careers, and the firm as a whole. Let’s talk about how you can find your place here at Stifel, where success meets success. The Digital Support Associate is responsible for aiding in driving departmental results for the ongoing support for Stifel's Client Facing Platforms. This position requires the ability to gain a sound understanding of department subject matter including Digital Client Application Support, assisting with relevant training materials, and level 2 troubleshooting. This position will require collaboration among team members, IT Product Support, and branch office personnel to provide a high level of customer service under direct supervision while following established procedures. This position focuses on supporting users of Stifel's digital platforms and banking products via phone calls and emails. It is not a software development, programming, engineering, or system administration role. Stifel is more than 130 years old and still thinking like a start-up. We are a global wealth management and investment banking firm serious about innovation and fresh ideas. Built on a simple premise of safeguarding our clients’ money as if it were our own, coined by our namesake, Herman Stifel, our success is intimately tied to our commitment to helping families, companies, and municipalities find their own success. While our headquarters is in St. Louis, we have offices in New York, San Francisco, Baltimore, London, Frankfurt, Toronto, and more than 400 other locations. Stifel is home to approximately 9,000 individuals who are currently building their careers as financial advisors, research analysts, project managers, marketing specialists, developers, bankers, operations associates, among hundreds more.
Responsibilities
- Accurately provides phone support with a high level of customer service
- Identifies potential problems or issues and escalates to department leadership if necessary.
- Develops effective communication skills with clients, Stifel Branch personnel, and within the department.
- Provides timely updates on the progression of job responsibilities to leadership.
- Demonstrates the ability to work collaboratively within a team and with other areas in the firm.
- Manages incoming calls and keeps records of caller interactions.
- Troubleshoots and diagnoses issues related to Stifel's Client Facing Applications, including gathering all relevant information from the caller, working with team members to apply known troubleshooting techniques, opening detailed support tickets when troubleshooting fails, and following up with users once the issue is resolved.
- Handles escalated calls and emails from tier 1 support.
Requirements
- Minimum Required: High School diploma required.
- Preferred: Bachelor's degree or relevant career experience.
- Minimum Required: 0-2 years' professional business related experience.
- Microsoft Outlook and Microsoft Office Suite, especially Word and Excel.
- Proficient in Internet Browsers; including Microsoft Edge, Chrome, and Safari, and how to troubleshoot issues.
- Thomson One and BETA knowledge is beneficial.
Skills
- Strong organizational skills with the ability to follow up on open tasks.
- Strong phone interaction skills and active listening.
- Ability to multitask, prioritize and manage time effectively.
- Ability to learn Stifel's Client Facing Applications, and Stifel policies that pertain to the department and to the firm.
- Working knowledge of financial services applications, systems, terminology and procedures.
- Provides the highest quality of customer service through written and verbal communication.
- Maintains a positive, empathetic, and professional attitude toward callers at all times.
Benefits
At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off.
Check: No Pay or Schedule sections. We have not repeated job title. Good. Now output