Sr Registered Reps have at least one year call center experience. Handle more complex calls including Integrated Benefits, Non Qual. Plans, Defined Benefit Plans, Merrill Lynch Advice Access, and Self Directed Brokerage.
Responsibilities:
Provides clients with clear information and specific details on their retirement and benefit plans
Trades stocks, bonds, and other investment instruments for high net-worth clients, casual investors, and active traders
Handles escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service
Navigates multiple systems to migrate clients to on-line and self-service delivery channels that enable 24/7 account access
Manages risk by accurately authenticating clients, fully adhering to policies and procedures, and proactively identifying/escalating potential risk
Effectively migrating clients to on-line and self-service delivery channels that enable 24/7 account access
Required Qualifications:
FINRA Securities Industry Essentials Examination (SIE), Series 7 Top-Off and Series 63 licenses
One or more years of call center experience
Minimum of one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
Ability to engage with clients while navigating multiple screens – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections
Exhibits strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills
Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
Ability to handle confidential matters and sensitive information in a responsible manner
Displays passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves our clients’ financial lives
Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
Ability to handle confidential matters and sensitive information in a responsible manner
Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
Applies strong critical thinking and problem-solving skills to meet clients’ needs
Ability to work under pressure
Can learn and understand technology to assist clients with the latest in Digital and Digital banking
Comfortable receiving ongoing performance feedback and coaching
Ability to learn and adapt to new information and technology platforms
Minimum of an intermediate level of proficiency with computers and current technology
Must be flexible to work various shifts; Monday – Sunday, 7:00 am – 11:00 pm EST; 40 hours per week
Must be flexible to work various shifts; Monday – Sunday, 6:30 pm – 5:30 am EST; 40 hours per week
** 1st and 2nd shifts **
Desired Qualifications:
Understands Retirement plans and products
Knowledge of financial terms and concepts
Bilingual Spanish
Skills:
Account Management
Business Acumen
Customer and Client Focus
Issue Management
Regulatory Compliance
Active Listening
Oral Communications
Problem Solving
Risk Management
Trading
Adaptability
Attention to Detail
Valuation Ethics and Practice Standards
Shift:
2nd shift (United States of America)
Hours Per Week:
40
