- Provide advice, counsel, guidance and direction to clients and Registered Financial Representatives on the purchase and sales of securities. At times, executes mutual fund order transactions on behalf of Financial Representatives and clients.
- Determines customer financial needs, risk tolerance, suitability and understanding of the securities markets. Combines this information with fact-finders' taken by Financial Representatives including portfolio analysis.
- Provide timely and accurate investment performance information, account statements, and investment-related queries to clients.
- Serve as a primary point of contact for NM Investment home office assigned clients, addressing inquiries regarding investment accounts and products.
- Analyze, input, and review investment transactions, including trade executions, transfers, and account maintenance, while ensuring accuracy and compliance. Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
- Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
- Regularly promotes client retention and identifies opportunities for the field to build existing relationship, knows when to refer back to the field for follow- up
- Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment.
- Ability to de-escalate client experience situations effectively while guiding clients through complex and unique inquiries.
- Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
- Researches and evaluates possible solutions to complex problems that requires identifying root cause and deviation from procedures and handles escalation resolution.
- Fosters a professional relationship with our clients to enhance brand loyalty
- Stay up-to-date on industry trends, investment products, and regulatory requirements to provide knowledgeable support to clients and internal stakeholders.
- Embraces new technology and serves as an advocate for website and self-service capabilities by educating clients and field. Understands risks and impacts that the transaction has on the client or policy.
- Contribute to process improvement initiatives, streamlining operations, and delivering top-tier client service.
- Lead others through change (help others adapt to changing environments and accept new situations)
- Coach, mentor or train others as needed
- FINRA Series 7/63 Licenses
- Associates degree in business or related field or equivalent combination of education and experience
- Minimum of 4 years related customer service experience with proven customer service skills
- Expert knowledge of investment products or markets
- An expert understanding of tax implications
- Advanced written and verbal communication skills
- Ability to multi-task and handle high volume of calls/case load with the greatest possible degree of accuracy
- Strong organization skills with the ability to prioritize tasks.
- A strong desire to continuously learn and improve
- Strong problem-solving skills and ability to provide options
- Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages
- Flexible work schedules
- Concierge service
- Comprehensive benefits
- Employee resource groups
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