Customer Care Team Lead

Umpqua Bank•Denver, CO

18d•$24 - $30•Onsite

About The Position

About Us: At Columbia, we create a great place to work by offering a unique brand of relationship banking and fostering a culture where associates thrive. We are dedicated to supporting our customers and communities, and we can only achieve this through the dedication of our associates. We value Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships, and we are eager to meet candidates who embody these core values. We are always on the lookout for results-focused individuals who can think independently, work collaboratively, and support our broader purpose. Think of us as financial partners, because at Columbia, we believe the best way forward is together. Together for people. Together for business. Together for better. About the Role: The Customer Care Team Lead I is responsible for supporting the client service team in the delivery of gold standard customer service. The Customer Care Team Lead I will ensure quality customer service by performing call and email reviews, supporting audit functions, accurately reporting data and call metrics. The Customer Care Team Lead I will be a resource to client service personnel that discuss investment transactions related to private equity, real estate and private debt as it pertains to IRS guidelines, regulatory requirements, and internal procedures. The primary focuses of this role is to mitigate company risk/financial exposure while working with team members and clients to resolve escalations as well as preform the quality control function for Registered Investment Advisors, Investment Sponsors, High Net Worth Clients, Institutional Sales and other key relationships. This individual must be analytical with strong leadership and communication skills with the ability to work closely with all departments pertaining to the investment and operational processes. They are responsible for facilitating the delivery of gold standard customer service and facilitating transactions with internal and external contact points to ensure each transaction and investment is complete with the highest level of service. The Customer Care Team Lead I will also be charged with all aspects of maintaining the CISCO phone system and the department BCP plan. Operate as the lead point of contact for all internal departments such as client service specialists and investment associates for matters specific to the investment sponsors and clients throughout the investment transaction. Review and interpret investment documentation for compliance, regulations and internal guidelines while applying specialized knowledge within all aspects of alternative asset and regulatory requirements and retirement accounts. Mitigate company risk through following all security and fraud prevention requirements. Quickly analyze the root cause of service issues and determine the correct course of actions. Handle high level escalations tied to investment transaction processing or other client matters. Assign and delegate tasks to team members. Conduct extensive research and audit functions. Independently administer client/advisor authentication, analysis to approve or reject investment transactions with minimal oversight and guidance required. Educate and consult with attorneys, external compliance, clients and financial advisors o acceptable practices for alternative asset investments within retirement plans. Provide professional guidance for complicated investment structures such as LP, LLCs, hedge funds, offshore funds and REITS. Develop and facilitate individualized training to client services personnel in conjunction with the Customer Care Assistant Supervisor. Review and interpret non-standard legal investment documents such as legal opinion letter LP agreements, private placement memorandums, title reports, real estate contracts and purchase agreements. Active leader of the Customer Care Team and aids on escalated calls, drafts professional f form written responses to resolve escalations and convey interpretations of IRC 4975. Apply specialized knowledge within all aspects of alternative asset and regulatory requirements and retirement accounts to provide gold standard service to customers. Enforce compliance policies and procedures when preforming quality control function for investment requests and propose best practice and risk mitigation and management strategies. Demonstrates a thorough understanding of administrative requirements and policies, the and regulators including a general knowledge of all procedures concerning investment re issues. Keep up to date with the changing regulatory landscape from the IRS, DOL and o regulatory bodies. Knowledge and ability to facilitate complex transactions related to corporate actions, mergers and acquisitions and liquidations. Be a champion of change and process enhancement advocate, including relaying inform regarding service gaps to leadership. Responsible for coordinating and reporting of the client service surveys and call reason report. Understand and effectively provide services for multiple business lines, including high net worth clients, influential persons, financial advisors, B2B relationships and more. Educate team members, transactional professionals, clients and their financial advisors on do’s and don’ts of alternative asset investing to ensure proper implementation of procedures to bring investment requests to completion. Exhibits regular attendance and timeliness. Supervisory Responsibilities: The Client Services Assistant Supervisor has some supervisory responsibilities and may be asked to lead training classes on reviewing alternative assets and procedures. They will also be responsible for the following Supervisory tasks: assign work, provide coaching, perform security checks and approvals, discretion and perform quality control. Their work schedule must be flexible for travel and unanticipated partner/client needs. LEADERSHIP RESPONSIBILITIES: Provide high level oversight for the processes related to the investment transaction process and client service to ensure SLAs are met. Develop and recommend risk mitigation strategies. Identify opportunities for streamlined processes and serve as the lead on cross- departmental collaboration/implementation. Act as team liaison and working close with other department heads to maintain consistency across company policies and procedures. Resolve escalated matters involving regulatory requirements, internal processes and service negotiation. Collaborate with management to create, sustain and strengthen the internal framework through risk and control identification and implementation for investment funding and other critical areas. Other duties as assigned.

Requirements

H.S. Diploma/GED r equired.
4+ years of related experience in alternative investments or finance required.
Strong knowledge of Bank’s products and services and excels in selling Bank products and services.
Ability to take on additional side duties, multitask, and prioritize duties as customer needs escalate.
Ability to mentor associates with job duties and motivate other associates to sell bank products.
Requires specialized functional experience, strong oral and written communication skills and basic arithmetic skills.
Knowledge of operational procedures, practices, and policies.
Demonstrates full proficiency using Office and bank software and equipment, and the ability to multi-task and work between multiple software applications.
Excellent customer service skills and ability to work effectively with the public.
May provide leadership to the work group and cover evening and weekend shift in manager’s absence.
Ability to work fully onsite at posted location(s).

Nice To Haves

Bachelor's Degree p referred.

Responsibilities

Ensure quality customer service by performing call and email reviews, supporting audit functions, accurately reporting data and call metrics.
Be a resource to client service personnel that discuss investment transactions related to private equity, real estate and private debt as it pertains to IRS guidelines, regulatory requirements, and internal procedures.
Mitigate company risk/financial exposure while working with team members and clients to resolve escalations as well as preform the quality control function for Registered Investment Advisors, Investment Sponsors, High Net Worth Clients, Institutional Sales and other key relationships.
Maintain the CISCO phone system and the department BCP plan.
Operate as the lead point of contact for all internal departments such as client service specialists and investment associates for matters specific to the investment sponsors and clients throughout the investment transaction.
Review and interpret investment documentation for compliance, regulations and internal guidelines while applying specialized knowledge within all aspects of alternative asset and regulatory requirements and retirement accounts.
Mitigate company risk through following all security and fraud prevention requirements.
Quickly analyze the root cause of service issues and determine the correct course of actions.
Handle high level escalations tied to investment transaction processing or other client matters.
Assign and delegate tasks to team members.
Conduct extensive research and audit functions.
Independently administer client/advisor authentication, analysis to approve or reject investment transactions with minimal oversight and guidance required.
Educate and consult with attorneys, external compliance, clients and financial advisors o acceptable practices for alternative asset investments within retirement plans.
Provide professional guidance for complicated investment structures such as LP, LLCs, hedge funds, offshore funds and REITS.
Develop and facilitate individualized training to client services personnel in conjunction with the Customer Care Assistant Supervisor.
Review and interpret non-standard legal investment documents such as legal opinion letter LP agreements, private placement memorandums, title reports, real estate contracts and purchase agreements.
Active leader of the Customer Care Team and aids on escalated calls, drafts professional f form written responses to resolve escalations and convey interpretations of IRC 4975.
Apply specialized knowledge within all aspects of alternative asset and regulatory requirements and retirement accounts to provide gold standard service to customers.
Enforce compliance policies and procedures when preforming quality control function for investment requests and propose best practice and risk mitigation and management strategies.
Keep up to date with the changing regulatory landscape from the IRS, DOL and o regulatory bodies.
Knowledge and ability to facilitate complex transactions related to corporate actions, mergers and acquisitions and liquidations.
Be a champion of change and process enhancement advocate, including relaying inform regarding service gaps to leadership.
Responsible for coordinating and reporting of the client service surveys and call reason report.
Understand and effectively provide services for multiple business lines, including high net worth clients, influential persons, financial advisors, B2B relationships and more.
Educate team members, transactional professionals, clients and their financial advisors on do’s and don’ts of alternative asset investing to ensure proper implementation of procedures to bring investment requests to completion.
Exhibits regular attendance and timeliness.
Provide high level oversight for the processes related to the investment transaction process and client service to ensure SLAs are met.
Develop and recommend risk mitigation strategies.
Identify opportunities for streamlined processes and serve as the lead on cross- departmental collaboration/implementation.
Act as team liaison and working close with other department heads to maintain consistency across company policies and procedures.
Resolve escalated matters involving regulatory requirements, internal processes and service negotiation.
Collaborate with management to create, sustain and strengthen the internal framework through risk and control identification and implementation for investment funding and other critical areas.
Other duties as assigned.

Benefits

We offer a competitive total rewards package including base wages and comprehensive benefits.
We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays.
Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.

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