This position will follow a hybrid work model. The selected candidate is expected to be in the Southfield, MI, office 2-3 days a week.

Hours: This position requires 2-3 shifts from 11:00 am-8:00 pm ET per week, with 8:00 am-5:00 pm ET on the other days.

Job Summary:

Under general supervision, you will provide professional service and timely, accurate responses to client account inquiries. You will also serve as a liaison between branch support staff and financial advisors. You will engage in significant client communication through phone calls with branches, home offices, clients, and vendors to address and solve intricate problems that necessitate thorough investigation.

Essential Duties and Responsibilities:

• Acts as liaison between the branches and operations in all aspects involving client accounts and hosts visitors when necessary.
• Extensive client interaction via phone with home office, branches, clients, and vendors in resolving complex issues that require in-depth research.
• Reviews account documentation and approves, establishes, and maintains accounts.
• Follows set procedures in processing applications, checks, and debit cards.
• Assists in introducing and marketing products among the sales force and branch support associates.
• Monitors in-house daily reports as necessary.
• Assists in researching advanced and complex business issues.
• Occasionally provides backup for loss prevention transactions.
• Completes special projects as assigned.
• Cross-trains on all job functions within the department.
• Perform other duties and responsibilities as assigned.

Knowledge, Skills, and Abilities:

Knowledge of:

• Basic concepts, principles, and practices of excellent customer service.
• General office practices and procedures.
• Comprehensive knowledge of wealth management products.

Skill in:

• Operating standard office equipment and using required software applications, including Microsoft Office applications (Word, Excel, Outlook, and Access), sufficient to create documents, spreadsheets, and business correspondence.
• In-house and vendor systems.
• Problem-solving skills sufficient to effectively analyze, research, and resolve issues.
• Organizational and time management skills sufficient to prioritize workload, handle multiple tasks, and meet deadlines.

Ability to:

• Communicate information orally and in writing clearly and effectively, sufficient to interact with internal associates and external contacts at all levels.
• Provide a high level of customer service.
• Research and resolve problems in a timely manner.
• Assist in the training and support of new department associates.
• Attend to detail.
• Work in a fast-paced environment with frequent interruptions and changing priorities.

Educational/Previous Experience Requirements:

• High School diploma or equivalent and minimum of two (2) years of experience in business and/or customer service.

~or~

• Any equivalent combination of education, experience, and/or training approved by Human Resources.

Licenses/Certifications:

• None Required.