Operations Associate II, Bill Pay/Asset Delivery

*This position is based out of our Westlake, OH office but eligible for a hybrid schedule after successful completion of our probationary period. 

JOB OVERVIEW

The Operations Associate II, Bill Pay/Asset Delivery handles all client requests related to retirement account distributions, bill payments, and internal movement requests accurately, timely and in accordance with documented procedures.  Develops and enhances the client experience by providing superior customer service and support to client’s and third parties.

RESPONSIBILITIES & DUTIES

• Efficiently reviews and processes client requests involving retirement account distributions, bill payments, and internal movements.
• Professionally communicates with clients through in-bound call queue, outbound calls, incoming and outgoing emails.
• Provides status updates to clients, works to resolve any outstanding requests, performs required research, and responds accordingly.
• Manages time and workload appropriately to meet all internal service level agreements (SLA’s).
• Effective and timely communication with clients, colleagues, and third parties.
• Assists Supervisor and Team Lead with additional projects or assigned tasks. 
• Collaborates internally to resolve client requests or issues
• Actively reviews procedures and provides updates to Management
• Assists with training new and existing employees
• Participates in periodic system regression testing
• Assists other departments as needed
• Perform other duties as assigned

QUALIFICATIONS

• High school diploma or equivalent required
• College degree preferred
• Minimum 1 year of experience in a customer driven environment
• Minimum 1 year experience in retirement account and/or financial services industries

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLS

To be successful in this role, you should have experience with and an understanding of the following:

• Intermediate level proficiency in Microsoft Office products

• Intermediate 10 key skills
• Ability to type at least 45+ words per minute “WPM” preferred

• Experience with IRS guidelines preferred

CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environm