Branch Services Advisor - southfield MI

Location: Candidates local to Southfield, MI or Memphis, TN preferred (some St. Pete candidates will be ok). Will work a hybrid schedule in-office 3 days per week (manager will dictate onsite days).

Essential Duties and Responsibilities

• Acts as a liaison between home office departments and the branch offices to research and resolve escalated issues regarding clients’ accounts communicated via phone, correspondence, email and online inquiries; follows the issue all the way through resolution and final communications.

• Through analyzation, uses discretion and experience to autonomously resolve issues to ensure client satisfaction and adherence to company policies and procedures.

• Follows up, either verbally or in writing, to ensure client satisfaction.

• Responds to incoming inquiries related to qualifications, instructions or paperwork requirements for various programs.

• Addresses inquiries pertaining to operational policies and procedures and relay policies that govern the procedures handled at the retail level.

• Communicates and coordinates with Registrations, Sales Management and Compliance departments to monitor, identify and resolve issues requiring branch and FA escalation.

• Acts as liaison for the branches by explaining the many different systems used and directing the FA to the appropriate systems needed.

• Executes trades in the absence of the FA.

• Assists branches and the Asset Management Services team to ensure independent branches meet requirements for specific advisory account types.

• Serves as main point of contact for certain firm initiatives, changes, or unexpected events. Examples include changes to account fees, trade fees, statement and reports

• Acts as the liaison for the Attorney of the Day process.

• Maintains records of incoming calls, resolutions to the calls, and any contact to follow-up with branch personnel.

• Responds to FA questions and concerns about the statements and confirms. Must understand and be able to interpret all products and information on various types of statements.

• On a case-by-case basis, evaluates and determines approval for fee-waivers submitted by a branch.

• Works with branches and advisors on the cost of doing business (trade related costs).

• Acts as the main point of contact when BCP events arise for the independent branches.

• Performs other duties and responsibilities as assigned.

Skills:

Knowledge of

• Basic office and branch practices, procedures and methods.

• Account types and industry operations in general.

• Back office systems.

• Consolidated Order Entry Main contact.

Skill in

• Organizational and time management skills sufficient to prioritize workload, handle multiple tasks, and meet deadlines.

• Operating standard office equipment and using required software applications to produce correspondence, presentations, electronic communication and spreadsheets.

• Detail orientation to ensure quality standards are met without impairing workflow.

• Follow-up to ensure resolution and completion of tasks.

Ability to

• Provide a high level of customer service in a calm, courteous and professional manner.

• Establish and maintain effective working relationships at all levels of the organization.

• Organize, manage and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment.

• Use effective oral and written communication skills sufficient enough to communicate and interact effectively with Financial Advisors and branch associates.

• Constructively work under stress and pressure when faced with high workloads and deadlines.

• Handle situations that require de-escalation in high volume circumstances.

• Multi-task between several different functions daily.

Education:

Bachelor’s degree and two (2) years of service industry experience, preferably in the financial services field

• SIE required at a minimum

• Series 7 License or ability to obtain within 120 days upon conversion to FTE (if applicable)

• Series 63 License or ability to obtain within 120 days upon conversion to FTE (if applicable)