Lead Analyst

Description:

• Independently responds to phone and email inquiries from multiple mutual fund shareholders regarding, among others, financial transactions, account information or processing a transaction. Service provided to shareholders over the phone is of very high quality.
• Handles highly complex requests to make updates to client accounts or instructs clients on how to make highly complex account changes.
• Takes on larger-scale projects that are business oriented and may extend over longer periods of time.
• Serves as an escalation point for more junior team members and provides approvals.
• Responds to shareholder emails and handles inquiries of the highest complexity.
• Receives call handoffs from the rest of the team when more junior team members need assistance and is ultimately responsible for ensuring transferred calls are addressed.
• Consistently adheres to the Good Order Matrix call outline when addressing, leading and closing standard calls and to ensure that the most current information is provided. Follows internal quality standards, the current workflow for each call type (Maintenance, Financial and Escalated issue), and security protocols.
• Completes security forms in compliance with regulatory requirements.
• Ensures the teams adherence to the outline and champions its importance.
• Actively listens to shareholder needs in order to provide service that ensures continued shareholder satisfaction and complete, accurate fulfillment of shareholder asks. Works on larger-scale projects that may require partnership with cross-functional teams and management.
• Projects are business-oriented and cover highly complex inquiries to which it may take time to respond or that may require compilation and analysis of shareholder data.
• Analyzes and determines which inquiries should be escalated to the Problem Resolution Team or will necessitate completion of an electronic ticket.
• Receives inquiries recommended for escalation from more junior team members and approves or denies recommendations.
• Contributes to the establishment of inquiry escalation protocol.
• Accepts feedback and coaching and proactively adjust own management of call flows in response to feedback. Is able to work in a very structured environment.
• Completes high-complexity security protocols to verify the identity of highly confidential clients and prevent fraud prior to releasing information.
• Is fully aware of common indicators of fraud and promotes awareness of fraud indicators to more junior team members.
• Guides and supports less experienced team members by receiving and addressing inquiries they escalate.
• Reports directly to the Unit Manager.
• Provides informal coaching to more junior team members to help them improve their performance and adhere to call flow protocol.
• Contributes to the performance management process.
• Provides guidance to less experienced agents and serves as an escalation point.
• Responsible for providing approvals to more junior team members and contributes to the performance management process.
• Responsibilities mainly pertain to own conduct.
• Work has a significant impact on achievement of functional goals and objectives.
• Customer service experience in the financial service market preferred.
• Must demonstrate ability to comply with policies and understand financial regulatory environment.
• Must also demonstrate ability to coach others.
• Fluency in another language preferred.