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NextGen Person

Service Specialist II in Maryland Heights, MO at NextGen

Date Posted: 6/24/2018

Job Snapshot

Job Description

Service Specialist II



Opportunity Overview



Mutual Fund Account Services



Department Summary:


Assist branch teams with mutual fund trades using rebalancer tool, systematic trades, assist with ROA/LOI breakpoint questions and other operational transactions pertaining to mutual funds. This includes an understanding of impacts to fiduciary and taxable accounts.




Responsibility Summary:



  • Staff phones daily to deliver quality service and solutions to branch teams (approx. 50+ calls a day); they will spend the majority of their day on the phone

  • Some written communication when needed

  • Adhere to assigned daily schedule

  • Service Specialists begin in Foundational Support where they learn foundational topics and develop their skills to become world-class Service providers. Once fully proficient, Service Specialists may have the opportunity to move to one of many topical departments in the Service Division. This could include assisting with opening accounts, transferring assets, receiving/disbursing funds, etc. Service Specialists will become topical experts through further training and development.


Preferred Work Schedule/Hours 8-5




Position Requirements




Required:



  • Sound judgment, decision making and conflict resolution skills

  • Strong verbal and written communication skills and strong interpersonal skills

  • Highly organized, detail-oriented, resourceful, and adaptable to changing priorities

  • Highly dependable and punctual

  • Ability to multitask

  • Work independently and collaborate in a team environment

  • Strong technical skills in Microsoft Office, web-based programs, and Service Center

  • Comfortable talking on the phone and having an engaging conversation

  • Ability to keyboard (type on a computer)

  • A PASSION for delivering excellent service to our branches

  • Empathetic, patient, and calm demeanor in fast paced environment


Preferred:



  • Prior customer service experience

  • Prior Finance industry experience

  • Bachelor's degree in finance or business


Additional helpful detail:



Training and duration



  • Three weeks with a mixture of classroom and on the job training

  • Must successfully complete a structured academic training program, which includes classroom lecture, interactive discussions, a series of tests and on the job application


On the job expectations



  • One minute or less After Call Work (ACW)

  • 85% or greater Alignment to Schedule (ATS)

  • 90% or greater Branch View Surveys (BVS)

  • Login and Logout timely (no late logins)

  • Scheduled breaks, lunch and read time daily