Client Access Service Lead

Job Description: Summary/Function: Assist clients in accessing their investment account(s) on line and support web-based products and services through email support, desktop support and telephone support in a professional, accurate and timely manner; assist branch offices with internal questions and client inquiries; act as the lead in coordinating Client Access Customer Support coverage; work closely with the IT Web and Database teams in the testing and tracking of site enhancements maintain and update client and branch facing documentation, guides and FAQs and track issues and enhancement requests in ticketing software.
Experience and Skills: Qualifications: *Bachelor’s degree in business or other relevant field preferred *5 years experience in a client service related position.
*Excellent client service and interpersonal skills.
Ability to work successfully with a variety of personalities and various management levels.
*Good working knowledge of Microsoft Office Suite, multiple web browser platforms, Jira, Ivanti, TurboTax and Quicken.
*Familiar with standard concepts, practices and procedures for client support.
*A basic understanding of finance and securities industry concepts and terminology.
*Excellent communication skills, both oral and written.
Ability to communicate technical directions.
*Highly self-motivated and self-directed.
*Proven ability to train people on various applications *Experience working in a team-oriented, collaborative environment.
*Organized and detail oriented.
*Ability to maintain regular, predictable attendance.
Duties: *Support the Client Access site (CA) through email support, desktop support and telephone support in a professional, accurate and timely manner.
*Interact with clients and trouble shoot problems to ensure a high level of client satisfaction.
*Direct workflow and coverage of the other members of the Client Access service team.
*Provide support to branch offices for CA access (and various components such as Quicken downloads, tax reporting downloads) and eDelivery.
*Work closely with the IT Web and Database teams, and assist in the testing of CA fixes, enhancements and upgrades.
*Routinely post messages on CA regarding known outages, marketing messages, or information regarding enhancements as necessary.
*Provide training as needed and act as the primary resource in answering questions of new or temporary members of the Client Access Service team.
*Track and update notes in the IT ticketing systems regarding known issues, enhancement requests and troubleshooting.
*Lead the set-up of expanded support efforts, as necessary, during periods where additional coverage of the Client Access Service Desk may be necessary.
*Collaborate with external vendors as needed to submit tickets, escalate technical issues, and follow through on resolution.
*Perform any other duties and special projects as necessary.
What we offer: Competitive salary plus excellent benefits and perks including, but not limited to: *Medical, Dental and Vision *Company 401(k)and ESOP contribution *Generous sick, vacation, and maternity/parental leave *Paid holidays *Professional Development Opportunities *Tuition Reimbursement ($15,000 lifetime cap) *Charitable gift-matching program *Davidson Day of Giving - Our tradition of positively impacting communities in which we live and work.
Compensation offered will be determined on a case-by-case basis considering a variety of factors including, but not limited to, the skills, relevant work experience, and geographic location of each specific candidate.
We are an equal opportunity employer and value diversity at our company.
We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Please contact us to request accommodation.
From: D.
A.
Davidson Companies