Division Operations Consultant

** Essential Duties and Responsibilities*
* + Acts as a liaison between home office departments and the branch offices to research and resolve escalated issues regarding clients' accounts communicated via phone, correspondence, email and online inquiries; follows the issue all the way through resolution and final communications.

+ Maintains strong relationships with key business partners both internal and external.

+ Determines best method to resolve issues, follows up, either verbally or in writing to ensure advisor satisfaction and adherence to company policies.

+ Coordinates external due diligence/vendor management process and internal audit request of existing financial institution clients.

+ Addresses inquiries pertaining to operational policies and procedures and relay policies that govern the procedures handled at the advisor level.

+ Supports initiatives,  special projects, or division priorities that have direct impact to the branch.

+ Assists with education of team members regarding products and technology resources.

+ Acts as liaison for the branches by explaining the different systems used and directing the FA to the appropriate systems needed.

+ Maintains records of incoming calls, resolutions to the calls, and any contact to follow-up with branch personnel.

+ Assists with the onboarding process for new financial advisors joining existing programs. May assist with institutional onboarding as needed.

+ Develops and implements new programs to provide improved service to the branches.

+ Assists in the implementation of strategies and campaigns that focus on enhancing the growth and efficiency of financial advisors i.e., practice management, product knowledge, etc.

+ Serves as main point of contact for certain firm initiatives, changes, or unexpected events. Examples are changes to account fees, trade fees, statement and reports.

+ Performs other duties and responsibilities as assigned.

** Knowledge, Skills, and Abilities*
* ** Knowledge of:*
* + Basic office and branch practices, procedures and methods.

+ Account types and industry operations in general.

+ Back office systems.

** Skill in:*
* + Organizational and time management skills sufficient to prioritize workload, handle multiple tasks, and meet deadlines.

+ Operating standard office equipment and using required software applications to produce correspondence, presentations, electronic communication and spreadsheets.

+ Detail orientation to ensure quality standards are met without impairing workflow.

+ Follow-up to ensure resolution and completion of tasks.

** Ability to:*
* + Provide a high level of customer service in a calm, courteous and professional manner.

+ Establish and maintain effective working relationships at all levels of the organization.

+ Organize, manage and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment.

+ Use effective oral and written communication skills sufficient enough to communicate and interact effectively with Financial Advisors and branch associates.

+ Constructively work under stress and pressure when faced with high workloads and deadlines.

+ Ability to handle situations that require de-escalation in high volume circumstances.

+ Ability to multi-task between several different functions daily.

** Educational/Previous Experience Requirements*
* + Bachelor's degree preferred and five (5) years of experience in the financial services industry, preferably including related service experience.

+ OR ~

+ An equivalent combination of experience, education, and/or training as approved by Human Resources.

** Licenses/Certifications*
* + SIE required provided that an exemption or grandfathering cannot be applied.

+ Series 7 License or ability to obtain within nine (9) months, depending on assigned functional area.