Senior Financial Analyst collaborating with employee benefits consulting team. Transforming data into compelling stories that drive strategic decisions for clients.
About the role
- Investment Client Services Rep IV partnering with financial representatives to provide exceptional service on retirement and investment accounts. Resolving inquiries and processing transactions in a dynamic environment.
Responsibilities
- Deliver exceptional service
- Provide a personalized, remarkable experience by answering questions, explaining options, and guiding callers through transaction procedures in a call-center/investment operations setting.
- Take ownership of cases; resolve semi-complex to complex inquiries and transactions; anticipate downstream issues to reduce repeat contacts and unnecessary transfers.
- Investigate and evaluate solutions to complex questions, occasionally deviating from standard procedures to identify root causes and remove friction.
- Calmly guide clients and field partners through complex or unique scenarios to a constructive outcome.
- Act as a champion for our financial representatives and their clients—coordinating with internal partners to meet needs quickly and accurately.
- Use our systems and tooling to execute transactions efficiently; promote digital and self-service capabilities by educating field partners.
- Handle all interactions and transactional work in accordance with confidentiality, privacy, and security standards.
- Shift priorities as business needs evolve; contribute to team goals and continuous improvement.
Requirements
- Associate’s degree in business or related field—or equivalent combination of education and experience.
- Minimum 4+ years of customer service experience with proven ability to handle complex inquiries; financial services or transaction-heavy support strongly preferred.
- Expert understanding of investment or income products and related tax implications.
- Advanced written and verbal skills; able to explain complex processes in clear, plain language.
- Demonstrated curiosity and growth mindset; proactive about learning processes and technology.
- Proficiency with current software packages; strong keyboarding and navigation skills.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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