Associate, Decedent Solutions

Hybrid Work Environment: This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 3 per week in one of the following corporate office locations: St. Petersburg, FL, Memphis, TN, or Southfield, MI. As a Decedent Solutions Associate, you will play a vital role in supporting internal teams and Financial Advisors through the sensitive and complex process of managing decedent accounts. You will provide thoughtful and accurate client support by researching and resolving escalated issues with care and precision. Leveraging your knowledge of operational procedures and regulatory requirements, you will recommend effective solutions to moderately complex problems. This role involves frequent interaction with internal stakeholders, requiring strong communication skills, attention to detail, and a commitment to delivering exceptional service during a critical time in the client lifecycle.

Responsibilities

Processes financial transactions accurately; 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; 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

Requirements

High School (HS) (Required); General Experience - 4 to 6 months; Knowledge of general office practices and procedures; Microsoft Word, Access, Excel and Outlook to create/update documents, reports, spreadsheets; Organizational and time management skills sufficient to prioritize workload, handle multiple tasks, and meet deadlines; Problem solving and analytical skills sufficient to assess client issues and accurately provide resolutions; Operating call center software applications; Communicate information orally and in writing in a clear and effective manner sufficient to explain complex regulations; Acquire and maintain new knowledge in an ever changing regulatory environment; Uses clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies; Supports business processes by effective use of standard office equipment and standard software packages; Develop appropriate plans or perform necessary actions based on recommendations and requirements; Make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability; Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close; Plan, organize, prioritize and oversee activities to efficiently meet business objectives; Develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives; Connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences; Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations; Meet high customer service standards; Understand and effectively operate all customer management systems; Perform elementary data analysis for use in reports to help guide decision making; Select, deploy and get the best results from the most appropriate office system

Benefits

Medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); parental leave