Collect and understand annuity voice of the Customer: Conducting reoccurring feedback sessions with the service and operations teams to identify emerging themes and/or issues.
Analyze data from surveys, adviser feedback, tracking systems.
Use reports to identify system issues, defects, or future design implementation.
Data Analytics, trend and pattern analysis to inform continuous improvement: Gathering and analyzing data on annuity transactions and the annuity platform to drive how we improve the annuity experience.
Consultative Training and group presentations: Assist leadership with M&A support in helping to facilitate training and build out of collateral material when needed.
Supporting project management efforts, business requirements for system enhancements, and system testing: Provide meeting support to represent Annuity Trading to share content information and track down needed information and answers.
Provide feedback regarding process workflow for purpose of increasing efficiencies and identifying potential areas for improvement (i.e. leaning in with curiosity).
Assist with daily end to end system and UAT testing and onboarding of new products, product/platform updates for AOE by partnering and collaborating with carriers, vendors and internal business partners.
Performs Project Management support with various annuity focused initiatives and collaborative efforts.
Partners with internal and external partners through carrier relationship management and meetings.
Develop a strong knowledge of LPL processes and system platforms as they relate to annuity purchases, corrections and operations with potential growth toward SME on Annuities and Annuity Trading Systems/Processes.
Support the department in risk Mitigation: Mitigate risk by completing any company required training, properly escalating issues and following department policies and procedures.
Cross train on operational tasks towards growth as Subject Matter Expert, understanding of the full trade process and ability to be perform tasks for control testing and business continuity/disaster recovery support, daily operational reconciliation oversight, review to audit operational completion to confirm any errors or omissions. Tasks include, but are not limited to AOE Tier 2 mailbox, Trade Busts/corrections, manual wire processing and oversight reports assigned.
Requirements
2-3 years of relevant experience (financial operations, annuity service preferred)
Highschool Diploma
Intermediate Excel skills including spreadsheet creation and building reports
Excellent business written and verbal communication skills, including ability to present in groups up to 25 people
Process efficiency mindset, and six sigma methodologies
Strong attention to details
Strong client focus
Strong work ethic
Strong organizational skills
Analytical and critical thinking skills
Commit to owning the customer experience by driving satisfaction to high levels and adhering to our corporate values
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