Investment Client Srvcs Rep – Nrf – Asset Movement

Investment Client Srvcs Rep – Nrf – Asset Movement

Requirements

• Associate’s degree in business or a related field, or an equivalent combination of education and experience, specifically in customer service
• A minimum of 2 years of customer service experience preferably with a focus on asset movement, related transactions, or financial services demonstrating proven customer service skills
• Advanced written and verbal communication skills, with the ability to clearly explain complex asset movement processes and resolve client inquiries effectively
• A strong desire to continuously learn about asset movement processes and improve personal and team performance

Responsibilities

• Deliver a personalized and remarkable experience for our field partners and their staff by answering questions related to asset movement, providing detailed servicing options, and assisting them through asset movement transaction procedures or services in a call center environment
• Efficiently resolve inquiries and transactions from Financial Reps and clients related to asset movement, handling both basic and intermediate (semi-complex) level calls
• Investigate and evaluate potential solutions to complex asset movement transaction inquiries, sometimes requiring deviation from standard procedures to identify root causes
• Take ownership of asset movement calls and anticipate future issues related to prevent repeat calls and unnecessary call transfers
• Effectively de-escalate situations, guiding clients through complex and unique asset movement inquiries, and ensuring a positive client experience
• Act as a trusted advocate for our Financial Representatives, partnering with them to meet the asset movement needs of our clients
• Embrace new technology related to asset movement and advocate for website and self-service capabilities by educating field partners
• Understand how systems related to asset movement connect to processes and outcomes, ensuring seamless transfers and transactions
• Handle phone and transactional responsibilities related to asset movement while adhering to strict confidentiality and privacy standards
• Be adept at shifting work priorities to meet the dynamic needs of the business

Preferred Qualifications

• Adaptive Communication
• Attention to Detail
• Change Adaptability
• Root Cause Analysis & Decision Quality
• Customer Service Mindset