Sr Ops Onboarding Associate

Job Description Summary

Provides standard client support services, assisting internal associates and/or Financial Advisors in researching and resolving escalated issues. Recommends solutions to moderately complex problems. Extensive contact with internal customers.

• Carry out a range of customer service activities, including handling complex or non‑standard customer cases and inquiries.
• Answer the telephone and assist callers or those with varied inquiries via email or mail with requests for information, directing more complex matters to colleagues as necessary. Initiate contact internally and externally to convey requests, provide instructions, or obtain information on behalf of a senior colleague.
• Receive and screen visitors, answering routine questions, providing information, or directing requests elsewhere.
• Produce, update, and provide best‑practice support for Microsoft documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.
• Provide an efficient counter service by carrying out standard branch operations tasks and informing customers about simple products.
• Create, organize, and maintain files containing the correspondence and records of a senior colleague.
• Organize own work schedule to get the job done, coordinating with support services and assigning short‑term tasks to others as needed.
• Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities, as well as formal and informal training and coaching.

• Uses clear and effective verbal communication skills with guidance (but not constant supervision) to express ideas, request actions, and formulate plans or policies.
• Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.
• Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Works at an intermediate level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization’s ability. Typically works with guidance.
• Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.
• Works with guidance (but not constant supervision) to plan, organize, prioritize, and oversee activities to efficiently meet business objectives.
• Works with guidance (but not constant supervision) to develop, monitor, interpret, and understand policies and procedures, ensuring they align with organizational strategies and objectives.
• Works at an intermediate level to connect with customers and strengthen relationships, meeting personal needs through positive customer experiences. Typically works with guidance.
• Works with guidance (but not constant supervision) to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Receives, monitors, and deals with allocated customers with guidance (but not constant supervision)
• Applies understanding of the business environment and objectives to develop solutions with guidance but not constant supervision.
• Works with guidance (but not constant supervision) to meet high customer service standards.
• Works with guidance (but not constant supervision) to understand and operate all customer management systems effectively.
• Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision‑making.
• Works with guidance (but not constant supervision) to select, deploy, and get the best results from the most appropriate office system.
• Works at an intermediate level to recognize sales opportunities during service…