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Resolution Specialist

Company: Equity Trust Company
Location: Sioux Falls
Posted on: May 19, 2019

Job Description:

The Resolution Specialist provides inbound and outbound call servicing and operational support for escalated clients. Daily activity includes: assisting Equity Trust Company (ETC) representatives with client concerns regarding financial transactions; researching client inquires which range from questions regarding account statements to required filings; account transfers and distributions; general online assistance; managing the overall client experience. ESSENTIAL FUNCTIONS: --- Receives and responds to all escalated calls from multiple business units --- Researches all escalated calls using all Company systems and available resources to resolve client concerns --- Assists Client Service Rep (I, II) and all other client-facing departments with escalated client issues --- Provides follow-up on client concerns, issues, and transaction progress --- Supports and guides clients through the investment process consistent with Internal Revenue Service (IRS) rules and regulations --- Provides educated answers with regard to IRA requirements and IRS code, including prohibited transactions and investment procedures --- Answers client questions regarding services and fees --- Maintains appropriate record of calls in ETC systems --- Manages incoming and outgoing communications, including phones, faxes, and emails OTHER FUNCTIONS: --- Assists Operations departments as needed --- Performs other duties as assigned QUALIFICATIONS: Education and Experience: --- High School Diploma or equivalent --- Associates Degree in Business preferred --- Minimum 2 years of customer service experience --- In-depth understanding of all ETC operational processes and investment practices PROFESSIONAL CERTIFICATION(S ): --- None required TECHNICAL SKILLS --- Intermediate level proficiency in Microsoft Office

Keywords: Equity Trust Company, Sioux Falls , Resolution Specialist, Other , Sioux Falls, South Dakota

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