Customer Account Associate

About the Role

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.

This position follows a hybrid-friendly schedule, with 3 in-office days per week in our Memphis, TN Corporate Office.

Key Responsibilities

• 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 mandatory procedures to ensure work is carried out to 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.
• Resolve escalated issues, assist internal associates and FAs with client support needs, and recommend solutions to moderately complex problems.
• Support team development by mentoring less experienced colleagues.
• Maintain accurate records in accordance with exchange and firm requirements.
• Have frequent interaction with internal clients to ensure satisfaction and operational integrity.

Requirements & Tech Stack

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

Qualifications

• High School (HS) (Required)
• Bachelor’s: Accounting
• Bachelor’s: Business Administration
• Bachelor’s: Finance
• General Experience: 4 to 6 months

Travel: Less than 25%