Your Opportunity

A TD Ameritrade Self-Directed Plan Services (SDPS) Relationship Manager (RM) will serve as a subject matter expert and primary point of contact between record keeper, advisor, third-party administrator, bank and trust company clients and TDA internal departments.

They provide problem resolution to inquiries as they arise mostly via email and somewhat via phone. The position is also responsible for mitigating risk through analysis of client documentation and service requests. They differentiate unique needs of provider clients and their associated plans. RMs maintain knowledge from multiple business units and processes. Drawing on combined expertise, an RM will support calls (inbound/outbound), cases, emails and chats both internally and externally. This position is responsible for maintaining service levels in their assigned rotating roles and their owned queues. In addition to general client requests they also perform specialized tasks like account transfers, account feed maintenance, and plan audit and reporting requests.

What you are good at

Main Accountability 1: Serve as the Subject matter Expert between the Record Keeper or Third-Part Administrator and TDA Internal departments:

• Effectively communicates the SDPS business proposition, features, requirements of plans, brokerage services, and the individual retirement plan client experience
• Maintains personal and team work flows to ensure all client requests are completed based on pre-determined team standards

Supports requests from:

• Plan providers
• Advisors
• Third-party administrators
• Record keepers

Requests supported:

• New account and plan setup
• Money movements via wire
• Generates and provides plan level reporting
• Plan audit requests
• General account and plan inquiries

Main Accountability 2: Work with internal and external clients to assist with transfer of assets to/from TD Ameritrade

• Answer general questions, validate transfer related paperwork and facilitate the processing of transfers
• Represent TDA on transfer related calls
• Must possess excelent verbal skills, including managing expectations in regards to timeframes, timelines, and deadlines and speaking of TD Ameritrade's transfer capabilities and requirements to both internal and external clients.

Main Accountability 3: Act as primary resource for SDPS Participant Services Reps to clarify and/or resolve client concerns and inquiries

• Resolves vital, time-sensitive inquiries through internal chat and phone calls

Main Accountability 4: Work on internal department projects

• Both independently and as a team identify issues that affect clients and/or associates and actively and autonomously work on solving those issues
• Manage Excel, RADAR, Salesforce, Veo reports regarding activity for clients
• Train new SDPS personnel
• Work on large retirement plan or privider movements to, from, or internally at TDA

What you have

Required:

• Excellent task-management, analytical, and organizational skills
• Excellent listening and communication skills, both verbal and written
• Good interpersonal skills for internal and external clients as well as in a team
• Must be proactive, self-motivated, detailed, and client service oriented
• Must be able to prioritize tasks and be self-driven under pressure while remaining focused
• Critical thinking and problem-solving skills
• Ability to take ownership of client issues and follow up appropriately
• One year client service experience
• Superior knowledge of Excel and Word

Preferred:

• Strong knowledge of retirement plans and features
• 2 year of financial services
• An understanding of ERISA, 401K, SDBAs, and EGGTRAs
• Systems experience with RAO, BOS, RIS, Salesforce, KANA
• Series 7
• Series 63 or 66