Sales Operations Coordinator

Overview

Facilitates reconciliation of settled trades within Touchstone CRM tool. Initiates and receives calls from various levels of internal and external customers (broker-dealer back-office personnel) relating to reporting, sales, research and various other mutual fund operational‑related issues. Updates and maintains systems as necessary. Works with general supervision and is responsible for making a minimal range of decisions.

• Monitor for completion and accuracy of Resolution Services vendor, coordinating and assisting as necessary with all Mutual Fund, SMA and ETF trade and asset reconciliation.
• As part of reconciliation process, correct territory and/or broker dealer affiliation for transactions within defined parameters to ensure credit to the proper submitting firm and wholesaler team.
• Manage the Perspective Potential Link queue for Firm, Office and Rep records that are being synched between Salespage and Salesforce CRM tools to ensure changes are applied or rejected appropriately. In addition, manage the Salesforce Error queue in conjunction with technical resources to correct synch issues occurring between the two systems.
• Research, validate and update as necessary broker‑dealer changes from both external distribution partners and internal sales team members submitted as Service Tickets. Monitor any broker‑dealer change requests sent to Transfer Agent and resolution services vendor to ensure congruence of CRM tools.
• Reviews all newly created house accounts and merged firms and offices for proper registration and territory alignment. Pulls sales and asset data for specialized reports and sends out to the appropriate internal contact.
• Reviews new transaction codes received on settled trades within CRM to determine coding to apply from pre‑determined similarly mapped transactions.
• Responds to initial requests for standard broker‑dealer Selling Agreements by coordinating Firm level review Touchstone Compliance. If approved, sends documentation to external parties, tracking the status, return and ultimate execution of those agreements. Communicates agreement status to various levels of internal and external customers, including service providers ensuring new firms are accurately set up in required systems once agreement is executed.
• Initiates ad‑hoc regulatory fulfillment for shareholder related literature orders received from the Touchstone website.
• Manages regulatory fulfillment process with print vendors and primary Transfer Agent for routine and non‑routine SEC filings, including generation of mailing and eDelivery files for applicable shareholder and advisor populations as required.
• Receives and forwards mis‑directed hardcopy shareholder mail to the transfer agent for processing. Scans and emails to imaging system those items which do not require originals, overnighting originals or checks and logging items sent.
• Reviews and coordinates monthly 401k trade moves and required reporting for proper wholesaler compensation and submits details to Accounting.
• Identifies opportunities for process improvement, participates in procedure development and revisions.
• Performs other duties as assigned.
• Complies with all policies and standards.

• High School Diploma or GED
  - Required
• Bachelor's Degree
  - Preferred
• Mutual fund and/or ETF back office experience
  - Preferred
• Proven experience handling multiple duties and completing assigned tasks accurately and on a timely basis. Cite examples of experience working in a demanding environment with tight time constraints, heavy volumes and multiple demands.
  
  - Required
• Demonstrated knowledge of Salespage and/or Salesforce CRM tools or comparable software
  - Preferred
• Proven examples from work experience of maintaining a high degree of accuracy associated with high volumes of work and/or multiple duties.
  
  - Required
• Demonstrated ability to learn new product features and concepts and apply this knowledge on the job in a timely and effective manner.
  
  - Required
• Possess and displays excellent verbal and written communication skills with ability to convey information to internal and external customers in a clear, focused and concise manner…