Customer Account Associate | Southfield, MI

Job Description Summary

This position follows our hybrid-friendly schedule, offering flexibility and collaboration. In-office days are 3 per week, averaging 12 days per month at 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 and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.
• Carry out standard customer service activities and handle simple customer inquiries.
• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.
• Enter data into standard branch systems, reviewing and verifying it for accuracy. This includes handling and documenting counter transactions.
• Maintain files and records.
• Organize own work schedule each day in line with changing priorities.
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

• Compliance, with an eye for situations that could present risk to the firm.

• Uses clear and effective verbal communication skills under supervision to express ideas, request actions and formulate plans or policies.
• Supports business processes under supervision by applying an understanding and effective use of standard office equipment and software packages.
• Works under supervision to develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Works to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability.
• Works to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.
• Works under supervision to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Works under supervision to develop, monitor, interpret and understand policies and procedures, while ensuring they match organizational strategies and objectives.
• Works to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.
• Works under supervision to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Receives, monitors and deals with allocated customers at an elementary level, working under supervision.
• Applies understanding of the business environment and objectives to develop solutions under supervision.
• Works under supervision to meet high customer service standards.
• Works under supervision to understand and effectively operate all customer management systems.
• Works under supervision to perform data analysis for use in reports to guide decision making.
• Works to select, deploy and get the best results from the most appropriate office system.
• Works to recognize sales opportunities during service interactions to enhance overall customer service.

High School (HS) - Required

General Experience – 13 months to 3 years

None required

Less than 25%

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. Eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (vacation, holidays, and sick leave); and parental leave.

• Grow professionally and inspire others to do the same.
• Work with and through others to achieve desired outcomes.
• Make prompt, pragmatic choices and act with the client in mind.
• Take ownership and hold themselves and others accountable for delivering results that matter.
• Contribute to the continuous evolution of the firm.

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