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    Client Services Manager - Austin, United States - University Federal Credit Union

    University Federal Credit Union
    University Federal Credit Union Austin, United States

    2 weeks ago

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    Description
    Job Summary

    The Client Services Manager is responsible for the client experience through the managing, coaching and developing the Associate Investment Coordinator, Investment Coordinator and Wealth Coordinator roles at UFCU Investment Services through CUSO Financial L.P. The areas of focus as it pertains to the client experience will include the use of transactions, new accounts, client communication capture, problem resolution, use of various tools, workflow processes, onboarding client experience, compliance, audit and supervision. Our ideal candidate ensures quality and timeliness in service delivery with the team.

    The manager will be responsible for supporting the processors and answering related questions to brokerage operation processes, and explaining policies and procedures set forth by the broker dealer. Topics of requests may include but not limited to, transactions, account establishment and maintenance, advisory relationships, cash management, transfers, and retirement accounts. You will be required to establish and build relationships with the UFCU team, CUSO Financial Services L.P., as a broker dealer, and various investment firms.

    About UFCU

    As Austin's largest locally-owned financial institution, University Federal Credit Union is a financial institution owned by, dedicated to, and always working for our Members. Our mission at UFCU is simple: to provide for the well-being of our Members. We are proud to focus on our purpose, possibilities, and performance, with people at the center of all that we do. We deliver fair and honest products and outstanding service, and we work collaboratively within our organization as well as our community to help Members and employees achieve their personal and financial goals.

    Consistently receiving awards as the Top Credit Union, Top Mortgage Company, Best Place for Working Parents, Healthiest Employer in Austin, and Gallup's Exceptional Workplace, UFCU is proud of its people-first culture. We value our employees as much as our Members. We offer an environment where people care about each other - like family. If you want to love what you do, make an impact in your community, and have the power to help people change their lives - then we're glad you're here.

    Essential Functions
    • Directly manage approximately 5-7 employees within the UFCU Investment Services Client Experience Team.
    • Manage and lead in accordance with UFCU and CUSO Financial L.P. policies, guidelines, regulations and applicable laws.
    • Responsible for the daily oversight of team personnel, workflow, processing procedures and problem resolution.
    • Review and analyze productivity, service levels and processing procedures to ensure our goals, regulatory requirements and service standards are met.
    • Continually seek out and implement efficiencies and service/process enhancements. Actively analyze problems, determine causal factors, and implement corrective actions. Exercise strong problem solving and decision-making skills.
    • Resolve complex escalations, make decisions, and ensure prompt follow-up when needed.
    • Ensure procedures are accurate and up to date.
    • Determine and manage staffing levels for the team; select candidates for open positions, conduct interviews and work with UFCU recruiting to extend employment offers to highly qualified individuals.
    • Manage cross-organizational projects and demonstrate negotiating skills. Must be able to build effective business relationships with internal departments, financial advisors, and external service providers.
    • Accountable for staff and team development by providing the tools and training needed to achieve success. Provide career planning, goal setting, and coaching support to team members.
    • Provide performance feedback for performance reviews and assist with establishing meaningful and relevant performance objectives.
    • Enforce department budget and ensure cooperation occurs within budget guidelines.
    • This role requires someone who is self-motivated and can motivate others. This position also requires flexibility, the ability to adapt in a changing environment and re-prioritize appropriately. This role requires the ability to identify when action is necessary to ensure adherence to policies and procedures and to meet goals.
    • All other duties as assigned.
    Experience

    Minimum Requirements
    • Minimum of high school diploma or equivalent is required
    • 5+ years Investment Service industry experience
    • Minimum of 2 years manager experience
    • Must be proficient in the following: Microsoft Excel, Word, Power Point, Outlook and Internet Explorer.
    • Must become proficient with the following systems: NetX360, MoneyGuide Pro Financial Planning, Nitrogen, Firelight, Docusign, Client CRM, Cuso Financial Services Unio technology platforms/systems, Albridge and back-office functions.
    • Must be able to acquire and retain knowledge of securities industry rules, Individual Retirement Account IRS rules, and best practices regarding brokerage account operations and have strong organizational and time management skills.
    • Must be team-oriented and client-focused.
    • Must be bondable
    Preferred Requirements
    • FINRA Series 7, 66 with Texas life and health licenses
    • FINRA Series 24 or 9/10 licenses
    • Bachelor's degree preferred, high school diploma (or equivalent) in combination with significant practical experience will be considered in lieu of degree
    Things You Need to Know Before You Apply

    Physical Demands

    The physical demands described here are representative of those that must be met by an employee in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
    • Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
    • Employee will make extensive use of the telephone or virtual communications platforms requiring the ability to effectively and accurately explain complex information.
    Work Environment

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
    • This position is required to work frequently at UFCU Plaza in Austin, Texas.
    • This position may have direct exposure to possible robbery.
    • May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
    • May occasionally move from one work location/branch to another.
    • Public contact position, requiring appropriate professional appearance.
    • Frequent computer use at a workstation up to two hours at a time.
    • The noise level in the work environment is usually moderate.
    INDUFCU

    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)
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