What are the responsibilities and job description for the GTC Investor Services Specialist Lead position at CEN?
GENERAL DESCRIPTION OF POSITION
The GTC Investor Services Specialist - Lead oversees daily call volume, client email responses and account updates are completed in timely manner. This position assists in managing the Investor Services Specialist team and handles escalated client calls, resolves the issues in a timely manner and escalates issues to Management.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Assist Support Manager in overseeing daily processes and prioritizing work for the Investor Services team. This duty is performed daily, about 25% of the time.
2. Mentor, train, coach, and provide timely written/verbal feedback in the development of staff in guidance with the Support Manager. This duty is performed weekly, about 20% of the time.
3. Ensure accurate information is entered in operating system regarding updating client information. This duty is performed daily, about 10% of the time.
4. Oversees daily call volume, client email responses and account updates are completed in timely manner. This duty is performed daily, about 25% of the time.
5. Escalates any issues or untimely work to Management. This duty is performed daily, about 10% of the time.
6. Handles escalated client calls and resolves in timely manner. This duty is performed quarterly, about 10% of the time.
7. The ability to work in a constant state of alertness and in a safe manner. This duty is performed daily.
8. Completes required BSA/AML training and other required compliance training as assigned. This duty is performed quarterly.
9. Perform any other related duties as required or assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college, plus 2 years related experience and/or training, and 12 to 18 months related management experience, or equivalent combination of education and experience.
COMMUNICATION SKILLS
Ability to read and understand simple instructions, short correspondence, notes, letters and memos; ability to write simple correspondence. Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence. ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to prepare and interpret bar graphs.
CRITICAL THINKING SKILLS
Ability to solve practical problems and deal with a variety of known variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
Not indicated.
PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS
Not indicated.
SOFTWARE SKILLS REQUIRED
Basic: 10-Key, Accounting, Alphanumeric Data Entry, Contact Management, Human Resources Systems, Spreadsheet, Word Processing/Typing
RESPONSIBILITY FOR WORK OF OTHERS
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include but not limited to interviewing, hiring and training employees; planning, assigning and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.
Supervises a small group (3-7) of employees, usually of lower classifications. Assigns and checks work; assists and instructs as required and performs same work as those supervised, or closely related work, a portion of the time. Content of the work supervised is of non-technical nature, but presents numerous situations to which policies and precedents must be interpreted and applied.
Supervises the following departments: Invest Services Specialists
WORKING CONDITIONS
Normal working conditions as found within an office setting, wherein there is controlled temperature and a low noise level, plus a minimum of distractions.
ENVIRONMENTAL CONDITIONS
The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
PHYSICAL ACTIVITIES
The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.
High diversity, low physical. Work activities which allow for considerable amount of diversity as an incumbent performs a variety of tasks. Such tasks might be performed from a given work area, or the individual may move about physically in performing a variety of duties.
While performing the functions of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle, or feel, talk or hear; occasionally required to reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds; regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision; and color vision.
ADDITIONAL INFORMATION
-One (1) year or more related experience and/or training
-Six (6) or more months related management experience
-Must be able to work independently or with a team
-Previous call experience required
