Follow directive from group manager regarding project need, call strategy and volume limits.
Expected to maintain a combined average of 60-80 Outbound/Inbound calls per day.
Provide superior service to shareholders/representatives through account inquiries, account adjustments/modifications and analyzing documentation.
Effectively assess shareholders/representatives understanding of process, solve concerns/challenges, trouble shoot, and provide proper response to all relevant inquiries in a professional and confident manner.
Be able to work without the use of a script in order to facilitate the opening of program participants' brokerage account.
Handle high dollar value fee negotiations for large potential clients.
Handle escalated fee negotiations from the inbound call team.
Handle fee adjustments after an account is open on errors or escalations.
Analyze data on accounts and provide accurate information and/or provide effective solutions.
Assist shareholders/representatives with completion of documentation.
Be able to deliver a full and balanced view of our program, service and fee's.
Be able to "correct" accounts when confronted with an incomplete presentation.
Deliver and refine our "White Glove Service" for all accounts to increase program participation, revenue and issuer client satisfaction.
Promote our service to prospective and existing clients through outbound & inbound call campaigns and program mailings.
Conduct basic account research as needed.
Adhere to in-house Quality Control procedures.
Recognize and, if necessary, escalate problem and/or complaint accounts to a General Securities Principal
Manage lists of shareholders to be contacted for call campaigns, including research
Execute and follow up on program material re-mails
Meet all targets for Productivity, Quality, Attendance, Schedule Adherence, and Code of Conduct
Participate in meetings and/or brain storming sessions.
Work independently in a team-oriented environment.
CERTIFICATES, LICENSES, REGISTRATIONS
Series 7 and Series 63 licenses are required.
Bachelor's degree and/or related work experience.
1-3 years phone experience preferred.
1-3 years financial experience preferred.
Able to work independently as well as in a team environment
Must possess outstanding communication, sales and negotiation skills.