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The Life Services Operations Support Processor is responsible for handling multiple offline support functions within the Life Services Team. This individual will play a critical role by assisting client-facing Transition Specialists and Financial Solutions Advisors with various aspects of account transition processes including account protection/security, document uploading, and/or account disposition. They may also support management in ad-hoc initiatives, such as audit and remediation efforts, run, create, and analyze reports to be sent to leadership or provide training to additional team members.
Daily tasks will typically cover one or more operations areas, and may include, but are not limited to: document uploading, account maintenance/updates, data entry/remediation, and other administrative tasks as needed to support front-line Financial Solutions Advisors as they work directly with clients to transition accounts to beneficiaries, executors, and inheritors.
Attention to detail is critical, as is the ability to multi-task during the day while working in a fast-paced environment. Although this is not a client-facing role, the ideal candidate must maintain a client-centric attitude and strive to understand client perspectives and needs. The ideal candidate would also have project work experience and be willing to take on department wide initiatives and run point on them through completion.
Required Qualifications:
• Excellent interpersonal and oral/written communication skills
• Strong time management and organizational skills, ability to multi-task and operate efficiently in high-stress settings
• Ability to adapt and embrace change in a highly evolving environment
• Attention to detail and high quality of work standards
• Previous knowledge of client account services and structure is preferred
• Knowledge of asset transition process is preferred
• Possess a problem-solving mentality and the ability to use personal resources to find and implement solutions
• Grasp complex, technical material quickly
• Self-starter with a track record of initiative in normal day to day job duties and proposing solutions to improve efficiency through processes.
Desired Qualifications:
• Form and maintain strong working relationships with internal business partners while working together to better serve clients
• Proactively identify opportunities for process improvement
• Knowledge of Merrill systems including CEW, KDC, CMC cases, CDOL, branch scanning, etc.
• Knowledge of asset transition process is preferred
Additional Skills used:
Business Operations Management
Customer Service Management
Prioritization
Reporting
Trade Operations Management
Data Collection and Entry
Data and Trend Analysis
Organizational Effectiveness
Process Management
Quality Assurance
Customer and Client Focus
Oral Communications
Research Analysis
Written Communications
Enterprise Job Description:
This job is responsible for standard transaction processing, reconciliation, and resolution of research requests supporting the wealth management business. Key responsibilities include providing quality service and effective and efficient operations support for internal business partners and/or external clients. Job expectations include operating with some independence and referring more complex issues and escalations to the team lead or manager.
Responsibilities:
Performs standard transaction processing and reconciliation according to the established guidelines and procedures
Responds to client inquiries through numerous channels to support operational efficiency and quality client service
Performs basic research, follow-ups, and resolution of routine research requests
Identifies potential issues in daily operational tasks and escalates risk concerns, as appropriate
Provides general operational support including handling inbound calls, mail sorting, and mail distribution
Shift:
1st shift (United States of America)
Hours Per Week:
40