Associate Service Consultant

Job Description

Joining our team as an Associate Service Consultant for the Death and Divorce Team will allow you to support financial advisors and their assistants by offering an extraordinary service experience.

The Associate Service Consultant will take inbound calls from our clients regarding death and divorce related inquires, while also acting as a subject matter expert and resource to our internal and external business partners. The Associate Service Consultant will handle escalated inquires and assist with information sharing, as well as coaching and guidance for our clients. Being strongly engaged, flexible and adaptable to competing priorities will be a key success factor for this position. Additionally, the Cash Management Operations department offers opportunities to participate and contribute in team projects and training that supports your career development and advancement. Our organization and team’s main priority is to create a reliable support system for our clients so they can easily navigate through estate related inquires on behalf of their client’s and ultimately continue to grow and strengthen their practice.

Essential Functions:

·         Phone Support – Provide support with complex death/divorce-related issues via an inbound call center environment. Take ownership of each inquiry as the main point of contact and provide First Call Resolution when possible. For complex requests, create and take ownership of the Case that results in follow up phone calls and processing.

·         Processing – Responsible for processing various Death and Divorce Claims as well as monitoring each request through to completion. Tax operations review and processing will also be required. Complete proper documentation for each request, to update business partners as well as reporting to comply with departmental standards.

·         Complex Document Review – Responsible for reviewing documentation such as Letters of Testamentary, Trust Agreements, QDRO, Divorce Decrees, and other estate-related paperwork as it pertains to both death and divorce situations.

·         Escalation Review – Provide support and manage escalated issues in a timely manner and be point of contact for all Case resolutions.

·         Continuous Learning and Process Improvement – Responsible for keeping apprised of and promoting new processes and controls, actively participating in daily huddles and monthly department meetings. Providing feedback and process improvements to drive the business forward.

Responsibilities:

• Providing outstanding service through phone support with complex inheritance/divorce-related issues via an inbound call center environment, by taking ownership of each inquiry as the main point of contact and providing “First Call Resolution” when possible.

• Taking ownership and following through on complex and escalated cases that result in follow-up calls and processing. Ensuring that requirements are being accurately communicated and answering questions related to the inheritance process.

• Use excellent decision making and communication skills to process estate and divorce claims through to completion; this includes reviewing paperwork to ensure that documents comply with regulatory requirements and department standards for distribution, processing paperwork received accurately in order to mitigate risk to the firm.

• Communicating in an empathetic and professional manner due to the sensitive nature of Estate and Divorce situations.

• Reviewing documentation such as letters of testamentary, trust agreements, Qualified Domestic Relations Order, divorce decrees, and other estate-related paperwork as it pertains to both death and divorce situations.

• Keeping apprised of and promoting new processes and controls; provide feedback and process improvements to drive the business forward.

• Contributing to a team environment by demonstrating the ability to interact, support and engage with coworkers to achieve team and department goals.  

What are we looking for?

We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.

Requirements:

• 2+ years in brokerage/financial services client-facing or operations experience (comparable experience may be considered)

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