About the Job 

The New Accounts team within Investment Client Services supports our field partners and clients by completing new account requests accurately and efficiently in a regulated, client-focused environment. This role provides end-to-end ownership of new account inquiries and transactions, including reviewing account-opening documentation, resolving complex issues, managing escalations, and partnering with Financial Representatives to support a smooth account-opening experience. The role requires strong attention to detail, sound judgment, and strict adherence to confidentiality and client data privacy standards. 
 

What You’ll Do 

• Deliver a personalized and remarkable experience by answering new account questions, explaining available servicing options, and guiding Financial Representatives through the account-opening process in a call center environment. 

• Resolve basic, intermediate, and complex new account inquiries and transactions within a registered area. 

• Review new account requests and supporting documentation for accuracy, completeness, and alignment with established procedures and regulatory requirements. 

• Research and evaluate solutions to complex new account issues, including identifying root causes, addressing exceptions, and resolving escalations. 

• Take ownership of new account inquiries and transactions from initial submission through resolution, anticipating potential issues to reduce delays, repeat contacts, and unnecessary transfers. 

• Effectively de-escalate challenging situations while guiding Financial Representatives through complex or unique new account requirements. 

• Serve as a trusted advocate for Financial Representatives and partner with them to support the needs of their clients throughout the account-opening process. 

• Promote available technology and self-service capabilities by educating Financial Representatives on tools and resources that support new account submissions. 

• Understand the risks and potential client impacts associated with new account transactions, documentation, and account setup. 

• Understand how systems connect to new account processes and outcomes and clearly explain system capabilities and limitations to others. 

• Work effectively through ambiguity and changing requirements within a regulated environment to deliver accurate and positive outcomes. 

• Support team members through process, technology, and regulatory changes and help others adapt to new ways of working. 

• Build professional relationships with team members, field partners, and clients to strengthen trust and brand loyalty. 

• Balance phone and transactional responsibilities while maintaining accuracy, confidentiality, and client data privacy. 

• Identify opportunities to improve new account processes, reduce delays, and enhance the experience for Financial Representatives and clients. 

• Coach, mentor, or train team members on new account processes and procedures as needed. 

What You’ll Bring to the Role 

• Associate degree in business or a related field, or an equivalent combination of education and experience. 

• Minimum of four years of related customer service experience with demonstrated customer service skills. 

• Basic knowledge of investment products, financial markets, and account registration types. 

• Basic understanding of tax implications related to investment accounts. 

• Advanced written and verbal communication skills. 

• Ability to manage a high volume of calls and new account transactions while maintaining a high degree of accuracy. 

• Strong organizational skills with the ability to prioritize work and manage multiple requests. 

• Strong attention to detail, particularly when reviewing account-opening documentation and transactional information. 

• Strong problem-solving skills with the ability to research issues, evaluate options, and support timely resolution. 

• Ability to work effectively within established procedures while navigating exceptions and complex account-opening situations. 

• Demonstrated computer proficiency, solid keyboarding skills, and experience working with current software applications. 

• Strong desire to continuously learn and improve. 

Skills You Have 

• Customer Service Mindset (NM) – Advanced: Anticipates customer needs and applies understanding of customer needs or perspectives to solve problems and drive outcomes as the basis for decision making. Leverages knowledge of trends affecting customer to help them make informed decisions. 

• Attention to Detail (NM) – Advanced: Focuses on specific details to spot and correct errors in advance of them being found and surpass quality expectations. Performs work with thorough proofreading for presentation, content, accuracy, and overall quality. 

• Financial Services Industry Acumen (NM) – Advanced: Applies knowledge of both general and organization-specific financial theories and is up-to-date on the latest market movements. Demonstrates problem-solving skills that ensures business's financial stability, follows generally accepted accounting principles, regulations, and business ethics. 

• Customer Support (NM) – Advanced: Captures customer information for inquiry and analysis in an organized, clear, and consistent manner; leverages knowledge of trends affecting customer to help them make informed decisions and communicates with the customer and the field. Uses customer intelligence to solve problems, demonstrate patience and understanding, ensure customer satisfaction by knowing the customer and audience and resolve customer complaints efficiently. 

• Client Advocacy (NM) – Advanced: Translates customer issues and pain points into requirements, represents client’s best interests. Analyzes customer feedback to understand client needs and communicates client sentiment to product teams and relevant stakeholders. 

• Change Adaptability (NM) – Advanced: Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work-in-progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation. 

• Case Management (NM) – Advanced: Manages and maintains ownership of assigned cases, communicating status, managing requirements, and answering client questions. Ensures all claims and inquiries are necessary, reasonable, and legitimate.