Digital Workflow Services Associate

Under direct supervision, the associate works in a multi-skilled environment to ensure all client account documents meet industry regulations by acting as a liaison between branch personnel and the Home Office. The associate will primarily handle batching and scanning of returned mail. They troubleshoot and/or train on systems and processes through world-class phone support. Additionally, they facilitate problem resolution and document processing.

The associate follows established procedures to perform routine tasks and receives general guidance and direction to perform a variety of non-routine tasks with limited decision-making responsibility.

• Reviews, updates, maintains, and services client accounts by ensuring the documentation meets industry policies and regulations, which will protect the firm, Financial Advisors (FAs), and clients.
• Answers operational and compliance questions via phone or email related to systems and department processes.
• Prepares industry-required mailings to clients.
• Serves as a liaison between branches and other home-office personnel in a call center environment.
• Provides support and direction regarding required operational processes, policies, and time frames.
• Educates FAs and home-office personnel on the use and maintenance of systems required for submitting documentation to the Home Office.
• Provides support as well as assists in on-the-job training for other associates.
• Supports a continuous improvement environment by providing feedback on processes and procedures.
• Performs other duties and responsibilities as assigned.

• Knowledge of company policies, procedures, practices, products, and services.
• Principles, practices, and procedures of general office and departmental concepts.
• Knowledge of MS Office sufficient to create letters, documents, update/create spreadsheets, and send emails.
• Skill in organization and time management sufficient to prioritize workload, handle multiple tasks, and meet deadlines.
• Problem-solving and analysis skills sufficient to assess client issues and accurately provide resolutions.
• Skill in operating call center software applications.
• Ability to communicate information orally and in writing in a clear and effective manner sufficient to explain complex regulations.
• Ability to learn and interpret department policies, procedures, and requirements.
• Ability to constructively work under stress and pressure when faced with high volume and deadlines.
• Ability to provide courteous, timely service when addressing client issues and transactions.
• Ability to use good judgment in responding to client issues.
• Ability to acquire and maintain new knowledge in an ever-changing process-driven environment.
• Ability to demonstrate efficiency and flexibility in performing detailed transactional tasks in a fast-paced work environment with frequent interruptions and changing priorities.
• High School Degree or equivalent with at least two (2) years of customer service experience.

This is the pay range that Magnit reasonably expects to pay for this position: $17.25/hour - $23.00/hour

Benefits:
Medical, Dental, Vision, 401K