Job Description

*This position is based out of our Westlake, OH office and is eligible for a hybrid schedule after the probationary period.

JOB OVERVIEW:

The Operations Associate II, Bill Pay/Asset Delivery handles all client requests related to retirement account distributions, bill payments, and internal movement requests accurately, timely and in accordance with documented procedures. Develops and enhances the client experience by providing superior customer service and support to clients and third parties.

RESPONSIBILITIES & DUTIES:

• Efficiently reviews and processes client requests involving retirement account distributions, bill payments, and internal movements.
• Professionally communicates with clients through in-bound call queue, outbound calls, incoming and outgoing emails.
• Provides status updates to clients, works to resolve any outstanding requests, performs required research, and responds accordingly.
• Manages time and workload appropriately to meet all internal service level agreements (SLA’s).
• Effective and timely communication with clients, colleagues, and third parties.
• Assists Supervisor and Team Lead with additional projects or assigned tasks. 
• Collaborates internally to resolve client requests or issues.
• Actively reviews procedures and provides updates to Management.
• Assists with training new and existing employees.
• Participates in periodic system regression testing.
• Assists other departments as needed.
• Perform other duties as assigned.

QUALIFICATIONS:

• High school diploma or equivalent required;
• College degree preferred;
• Minimum 1 year of experience in a customer-driven environment;
• Minimum 1 year experience in retirement account and/or financial services industries;

PROFESSIONAL CERTIFICATIONS:

• None required

TECHNICAL SKILLS:

To be successful in this role, you should have experience with and an understanding of the following:

• Intermediate level proficiency in Microsoft Office products;
• Intermediate 10 key skills;
• Ability to type at least 45+ words per minute “WPM” preferred;
• Experience with IRS guidelines preferred;

CULTURAL COMPETENCIES:

In addition to our core company competencies of Cultivates Innovation , Nimble Learning , Action Oriented , Collaborates , and Being Resilient , a successful candidate in this role should exhibit the following behavioral competencies:

• Attention to Detail
• Time Management 
• Written and Verbal Communication

PHYSICAL DEMANDS/WORK ENVIRONMENT:

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT:

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Equity Trust empowers individual investors and financial professionals by removing the barriers to investment freedom. As an IRS approved custodian, we fulfill the custodial and administrative duties required for each type of investment account our clients hold.With an Equity Trust account, clients have the opportunity to invest in alternative assets such as real estate, precious metals, private equity, and more. Additionally, clients can invest in traditional assets such as stocks and mutual funds – all through a single custodian.As an industry-leading custodian of alternative assets in tax-advantaged accounts, our 45-year* track record of excellence is unmatched in the industry. Equity Trust streamlines the investment experience by offering optimized solutions, processes, and service.As a directed custodian, Equity Trust does not provide tax, legal or investment advice, nor do we offer or sponsor any proprietary investment products.

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