Investment Client Srvcs Analyst (New Accounts) - Hybrid

About the Job

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.

• 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.

• 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.

• Customer Service Mindset (NM) - Advanced:
  Anticipates…