Customer Account Associate | Southfield, MI

Job Description Summary

This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 3 per week averaging 12 days per month in our Southfield, MI Corporate Office. In a dynamic call center environment, the Customer Account Associate serves as the critical link between branch offices and the Home Office, delivering high-quality account servicing and support.

The role involves reviewing, updating, and maintaining client accounts while ensuring compliance with firm policies, regulatory standards, and collection procedures. The associate actively monitors account activity to safeguard the interests of clients, Financial Advisors (FAs), and the Firm.

• Assist with various requests for information, referring more complex matters to colleagues.
• Answer the telephone, email, and mail inquiries, provide basic assistance and direct more complex matters to colleagues.
• Carry out standard customer service activities and handle simple customer inquiries.
• Conduct data entry into company systems, review and verify information for accuracy, and document counter transactions.
• Maintain files and records accurately.
• Organize daily work schedule, prioritizing tasks in line with changing priorities.
• Follow mandatory procedures to meet required quality standards and ensure adherence to external regulatory codes and internal codes of conduct.
• Develop and maintain procedural and technical skills through training and coaching.
• Use clear verbal communications to express ideas, request actions, and formulate plans under supervision.
• Support business processes with standard office equipment and software packages.
• Mentor less experienced colleagues to foster team development.
• Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Ensure compliance with firm policies, regulatory standards, and collection procedures.
• Maintain positive customer interactions, focusing on understanding and meeting customer needs.

Education:

High School (HS) (Required)

Work Experience:

13 months to 3 years general experience

Certifications:

N/A

Travel:
Less than 25%

Workstyle:
Hybrid

The total compensation for this position includes base salary or wages and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions.

This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave. Eligibility for benefits and specific offerings may vary based on position and employment status.

Legal:
The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.