Essential Duties and Responsibilities –
- Provide exceptional participant experience by answering phone inquiries, responding to emails to resolve all client requests timely.
- Utilize Customer Service Management System to track client requests through completion.
- Perform data stewardship to ensure accuracy of source data used throughout the firm.
- Act as intermediary for all communications to PTMA LGIP clients.
- Process audit confirmation requests for Fund Participants.
- Recommend and assists with enhancement and maintenance of procedures and related systems and reports.
- Order banking supplies and process billing for banking services.
- Assist and provide backup to other staff.
- Other duties and responsibilities as assigned by management.
- Steward of compliance, coordinates with company staff to gather, analyze, summarize, and prepare recommendations and reports.
- Set up, update, and maintain client account information, including access to GPS.
- Assist clients and staff by investigating and answering questions related to systems, accounts, procedures, transactions and/or services.
- Assist with deliverables for annual audits of Funds.
- Provide coverage for vacation, sick and personal days of team members.
- Perform special projects as needed and assigned.
Decision Making/Difficulty of Work:
- The position is hands on, fast paced, detail and deadline oriented.
- The position requires good judgment, strong attention to detail, and accuracy.
- Organizational skills and management of priorities are necessary to succeed in this position.
Minimum Requirements:
- Ability to work effectively with employees of all levels within the company.
- Must be able to handle multiple tasks and prioritize appropriately.
Competencies Required
Computer Skills:
- Must be proficient in Outlook, Excel.
- Experience with a Customer Service Management tool such as Salesforce is beneficial.
Interpersonal Skills:
- Excellent customer service skills required.
- Must be able to work closely in a team environment.
- Must be able to evaluate problems as they occur daily and resolve them in cooperation with co-workers.
Communication Skills:
- Must be able to work closely with the other client service associates, and management.
- Strong oral and written communication skills are necessary to succeed.
- Must be comfortable on the phone and client facing.
Other Training, Education, Special Skills Required:
Education/Knowledge:
- Associates Degree or higher and/or 1-2 years banking experience
- 1-2 years of customer service experience preferred.
- Knowledge of financial markets and mutual fund industry beneficial.