Team Lead - Westlake, United States - Equity Trust

Description

*This position is located in our Westlake, OH office but eligible for a hybrid remote schedule.
JOB OVERVIEWThe Team Lead II, Investments directs the day-to-day functions within the call center and the workflow system. Serves as a subject matter expert and provides guidance to all team members.
RESPONSIBILITIES & DUTIES

• Team lead is the first point of contact and escalation for various investment teams including; Precious Metals, Digital Currency and Public Investments
• Provides team direction and makes decisions regarding day to day inquiries, call volume levels or processes
• Creates and disseminates weekly phone call schedules to increase and maintain call volumes to ensure superior client experience
• Monitors team workflows, processing and executing work item in response to SLA time frames and team absences
• Responding and contacting escalated clients with an expected outcome to resolve and de-escalated client grievances
• Assists, answers and supports all Investment Team members with questions regarding processing of investments
• Communicates and collaborates with Relationship Managers and other departments to facilitate timely processing and promote process improvement
• Coordinates and monitors signing of documents and communicating status
• Monitors production statistics, quality audits, and NPS performance and escalates to management if numbers are not in accordance with company policies
• Assist and train new members of the investment teams
• Gather data and produce reports on an ad hoc basis
• Perform other duties as assigned

QUALIFICATIONS

• High School Diploma or GED required
• Bachelor's Degree Preferred
• 1+ years of experience in retirement industry preferred
• 1+ years of experience in financial industry preferred
• Minimum 5 years of experience in a fast paced, customer driven environment

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLSTo be successful in this role, you should have experience with and an understanding of the following:

• Intermediate level proficiency in Microsoft Office

CULTURAL COMPETENCIESIn addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

• Communicates Effectively
• Customer Focus
• Plans & Aligns
• Balances Stakeholders

PHYSICAL DEMANDS/WORK ENVIRONMENTThis job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.
DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENTThe above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time

About Equity Trust:

Equity Trust empowers individual investors and financial professionals by removing the barriers to investment freedom. As an IRS approved custodian, we fulfill the custodial and administrative duties required for each type of investment account our clients hold.With an Equity Trust account, clients have the opportunity to invest in alternative assets such as real estate, precious metals, private equity, and more. Additionally, clients can invest in traditional assets such as stocks and mutual funds – all through a single custodian.As an industry-leading custodian of alternative assets in tax-advantaged accounts, our 45-year* track record of excellence is unmatched in the industry. Equity Trust streamlines the investment experience by offering optimized solutions, processes, and service.As a directed custodian, Equity Trust does not provide tax, legal or investment advice, nor do we offer or sponsor any proprietary investment products.