Investment Client Srvcs Analyst (New Accounts) - Hybrid

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…