Senior Client Service Specialist
About The Position
This role involves interpreting and processing shareholder transaction requests, including address changes, bank changes, and redemption requests. The specialist will also interpret and process retirement plan requests (IRA, SEP, SARSEP, 403(b) accounts) in accordance with applicable rules and regulations, such as new account openings, contributions, distributions, and exchanges. The position facilitates transfers between financial institutions using a dedicated platform and handles complex retirement plan transactions like Required Minimum Distributions. Additionally, the role requires researching and resolving transaction exceptions, preparing correction requests, and resolving complex issues by contacting shareholders and financial intermediaries. The specialist will audit and propose updates to processing guidelines, regulatory procedures, and legal requirements, and assist internal customers and shareholders by answering complex transaction helpdesk calls. Training of new and existing employees is also a responsibility, along with carrying out other assigned duties.
Requirements
- Strong knowledge of company products and services as well as general financial services industry
- Strong knowledge of Qualified Retirement Plans, including associated regulations
- Strong interpersonal and customer service skills
- Strong verbal and written communication skills
- Strong attention to detail with the ability to check and edit work
- Ability to adapt to new and changing processes, volume fluctuations and tight deadlines
- Ability to work well with others in a team-oriented atmosphere
- Ability to meet processing deadlines and quality standards
- High School diploma required
- Fast paced environment with tight deadlines and high-quality standards
Nice To Haves
- Post-secondary degree preferred
- Ability to use personal computer and software applications
- Ability to type 30 words per minute and 10-key proficiently
Responsibilities
- Interpret and process shareholder transaction requests received via mail, fax and/or phone such as address changes, bank changes, and redemption requests
- Interpret and process retirement plan (i.e. IRA, SEP, SARSEP, 403(b) accounts) requests in accordance with applicable rules and regulations such as new account openings, contributions, distributions and exchanges
- Facilitate transfers between financial institutions using the Transfer of Retirement Accounts processing platform
- Handle most complex transactions for retirement plans such as Required Minimum Distributions and their associated calculations and transactions
- Research and resolve transaction exceptions and prepare correction requests for the Adjustment Department as required
- Research the most complex issues and contact shareholders and financial intermediaries to resolve via phone or mail correspondence
- Audit and propose updates to processing guidelines, regulatory procedures, and legal requirements to ensure accuracy and efficiency
- Assist internal customers and respond to shareholders by answering complex transaction helpdesk calls
- Assist with training of new and existing employees
- Carry out other duties as assigned
Benefits
- Hybrid working and reasonable accommodations
- Generous Holiday policies
- Excellent Health and Wellbeing benefits including corporate membership to Wellhub
- Paid volunteer time to step away from your desk and into the community
- Support to grow through professional development courses, tuition/qualification reimbursement and more
- Maternal/paternal leave benefits and family services
- Unique employee events and programs including a 14er challenge
- Complimentary beverages, snacks and all employee Happy Hours
- Annual Bonus Opportunity
- competitive compensation
- pension/retirement plans
- various health, wellbeing and lifestyle benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
