Digital Workflow Services Associate

Magnit Global; Southfield (MI); Remote; USD 24,000 - 32,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K

Job summary

Magnit in Michigan is seeking an associate to ensure client account documentation meets industry regulations by coordinating between branches and the Home Office, primarily batching and scanning returned mail. The associate will also provide world-class phone support, troubleshoot systems, and train teammates, following established procedures and handling non-routine tasks with guidance.

A high school diploma with at least two years of customer service experience is required.

Qualifications

• High School Diploma or equivalent with at least two years of customer service experience.
• Proficiency in MS Office to create letters, documents, spreadsheets, and emails.
• Experience handling client inquiries and documentation in a regulated environment.
• Ability to learn processes and adapt to changes.

Responsibilities

• Reviews and services client accounts to ensure documentation meets industry policies.
• Answers operational and compliance questions via phone or email.
• Prepares required client mailings.
• Serves as liaison between branches and home-office in a call center environment.
• Provides guidance on operational processes, policies, and timeframes.
• Educates FAs and home-office personnel on systems used for submitting documentation.
• Supports training for other associates and on-the-job coaching.
• Supports continuous improvement by giving feedback on procedures.
• Performs other duties as assigned.

Skills

Customer service

Communication

Time management

Problem solving

Attention to detail

Adaptability

Teamwork

Education

High School Diploma or equivalent

Tools

MS Office

Call center software

Job description

Job Summary

Under direct supervision, the associate works in a multi-skilled environment to ensure all client account documents meet industry regulations by acting as a liaison between branch personnel and the Home Office. The associate will primarily handle batching and scanning of returned mail. They troubleshoot and/or train on systems and processes through world-class phone support. Additionally, they facilitate problem resolution and document processing. The associate follows established procedures to perform routine tasks and receives general guidance and direction to perform a variety of non-routine tasks with limited decision-making responsibility.

Essential Duties and Responsibilities

• Reviews, updates, maintains, and services client accounts by ensuring the documentation meets industry policies and regulations, which will protect the firm, Financial Advisors (FAs), and clients.
• Answers operational and compliance questions via phone or email related to systems and department processes.
• Prepares industry-required mailings to clients.
• Serves as a liaison between branches and other home-office personnel in a call center environment.
• Provides support and direction regarding required operational processes, policies, and timeframes.
• Educates FAs and home-office personnel on the use and maintenance of systems required for submitting documentation to the Home Office.
• Provides support as well as assists in on-the-job training for other associates.
• Supports a continuous improvement environment by providing feedback on processes and procedures.
• Performs other duties and responsibilities as assigned.

Knowledge, Skills, and Abilities

• Knowledge of company policies, procedures, practices, products, and services.
• Principles, practices, and procedures of general office and departmental concepts.
• Knowledge of MS Office sufficient to create letters, documents, update/create spreadsheets, and send emails.
• Skill in organization and time management sufficient to prioritize workload, handle multiple tasks, and meet deadlines.
• Problem-solving and analysis skills sufficient to assess client issues and accurately provide resolutions.
• Skill in operating call center software applications.
• Ability to communicate information orally and in writing in a clear and effective manner sufficient to explain complex regulations.
• Ability to learn and interpret department policies, procedures, and requirements.
• Ability to constructively work under stress and pressure when faced with high volume and deadlines.
• Ability to provide courteous, timely service when addressing client issues and transactions.
• Ability to use good judgment in responding to client issues.
• Ability to acquire and maintain new knowledge in an ever-changing process-driven environment.
• Ability to demonstrate efficiency and flexibility in performing detailed transactional tasks in a fast-paced work environment with frequent interruptions and changing priorities.
• High School Degree or equivalent with at least two (2) years of customer service experience.

This is the pay range that Magnit reasonably expects to pay for this position: $17.25/hour - $23.00/hour

Benefits: Medical, Dental, Vision, 401K