Sr. Service Representative

Penn Mutual•Philadelphia, PA

1d•Hybrid

About The Position

We are looking for a Senior Service Representative to join our HTK team. This role is responsible for providing prompt, courteous, and efficient service to producers and Field Offices on HTK products, services, processes, and paperwork. Penn Mutual, with over 175 years of history, empowers individuals, families and businesses on the journey to achieve their financial goals through partnerships with Financial Professionals across the U.S. The company offers a comprehensive suite of competitive products and services to meet the unique needs of Financial Professionals and their clients, including life insurance, annuities, wealth management and institutional asset management. Penn Mutual is committed to Equal Employment Opportunity (EEO), providing employment and advancement opportunities to all qualified applicants and associates without unlawful discrimination based on various protected classifications. The company fosters a team environment of bright, talented, and driven employees who aim to help people get stronger, both professionally and for the clients they serve.

Requirements

Strong customer service orientation
Excellent organizational, communication, and computer skills
Working knowledge of Microsoft Excel
Knowledge and understanding of the financial services industry, and of general market trading practices
Highly resourceful with the ability to look beyond the obvious
Excellent relationship and collaborative skills
Detail-oriented
Demonstrates independent thinking
Recommends and facilitates process changes to continuously improve the customer experience
Ability to work as a team player, take initiative, and make decisions
Demonstrated ability to work unsupervised
3-5 Years of customer service experience working in a financial setting and / or trading desk experience required

Nice To Haves

College degree or equivalent experience strongly Preferred
Experience with Pershing products, procedures, and NetExchange Pro system
Experience with DST Vision preferred
FINRA Securities Industry Essentials (SIE) preferred
FINRA Series 99 license preferred

Responsibilities

Provide dedicated support via phone and email to HTK Financial Professionals, assistants and field office personnel in an efficient and accurate manner
Maintain service standards for quality customer service, turnaround time, accuracy, and follow up
Provide information to Financial Professionals, assistants, and other field office personnel regarding processing HTK business
Responsible for researching items by accepting inquiries from the field, tracking results, and assuring the field receives communication regarding the status and / or completion of the request
Provide education to HTK financial professionals, assistants, and field office personnel on the tools available to obtain requested information through such things as our clearing firm platform, proprietary websites, and other materials
Effectively explain to field personnel HTK’s policies and procedures for conducting business
Act as liaison between Pershing and the field
Handle more complex and escalated issues
Represent HTK Operations at departmental meetings
Provide project level support as needed
Other projects and duties as assigned