What are the responsibilities and job description for the Client Services Quality Specialist position at CM003 American Century Services, LLC?
Our Firm
American Century Investments® is a leading global asset manager with over 65 years of experience helping a broad base of clients achieve their financial goals. Our expertise spans global equities and fixed income, multi-asset strategies, ETFs, and private investments.
Privately controlled and independent, we focus solely on investment management. But there’s an unexpected side to us, too. We direct over 40% of our profits every year—more than $2 billion since 2000—to the Stowers Institute for Medical Research. Our ongoing financial support drives the Institute’s breakthrough work and mission of defeating life-threatening diseases like cancer and Alzheimer’s. So, the better we do for our clients, the more we can do for everyone.
All 1,400 of us across the globe are inspired every day by the unique difference our hard work can make in so many lives. It shows in the curiosity we bring to every initiative, the deep relationships we build with our clients, and the way we treat each other in the hallway. If you’re excited to learn more about us, we can’t wait to learn more about you.
The Client Services Quality Specialist plays a crucial role in maintaining high standards of client service by ensuring that client requests are executed accurately, efficiently, and in alignment with ACI policies and procedures. In addition, the individual in this position will help influence change by identifying error-prone processes, performing in-depth analysis, and providing constructive feedback to staff. This position combines meticulous attention to detail, proactive problem-solving, and collaboration across the department to enhance the overall client experience and uphold ACI’s commitment to excellence.
Major Responsibilities:
Interpret and review completed work types and provide feedback in an educational manner to instill a better understanding of the current policies and procedures. Utilize problem-solving skills in making exceptions when necessary to ensure proper outcomes. Provide processing support to business areas to ensure department goals are obtained. Remain current on all policies, procedures, and system enhancements by attending on-going training, team/department meetings and utilizing available resources. Collaborate with management and training staff to support the continuous development of processing staff. Represent the team or department on special projects and focus groups.
Additional Responsibilities:
Based on business need, individuals in this role will also be accountable for providing quality control for the below business areas:
Business and Retirement Services – Including but not limited to corporations, partnerships, not-for-profit organizations, IRA SEP and SIMPLE accounts, 403(b) and Qualified Retirement Plans such as 401(k), profit sharing and money purchase pension plans. These individuals may be required to make outbound phone calls to third parties such as other financial institutions and third party administrators as well as retirement plan sponsors and plan participants, in relation to their accounts.
Intermediary – Including but not limited to bank and trusts, broker dealers, insurance companies, financial advisors and nominees.
Brokerage – Including but not limited to all retail and retirement account types offered on the Brokerage platform.
Financial Operations - Including but not limited to exception processing related to ACH, wire and Direct Deposits, check writing, purchase and redemption transactions.
Behavior Attributes:
Client Focused
Consistency
Attention to Detail
Collaborative
Personal Leadership
Initiative
Required Education and Experience:
One year of processing experience is preferred
Associates degree or some college preferred (or any equivalent combination of education and work experience).
Excellent written and verbal communication skills.
Experience using multiple computer applications simultaneously.
Client interaction experience preferred.
Ability to multi-task between processing complicated transactions while accepting interruptions from phone representatives and/or Investor Centers to provide assistance to other areas throughout the day.
Additional Details:
Shifts – Monday through Friday & Sunday through Thursday 7:30am – 4:00pm Central Standard Time
Additional Requirements
Employees are required to be in the office on a scheduled frequency. Adherence to this schedule is essential to fulfilling the expectations of the role.
American Century Investments is committed to complying with the Americans with Disabilities Act and all other applicable Equal Employment Opportunity laws and regulations. As such, American Century strives to provide a reasonable accommodation to any qualified individual under the ADA to perform essential job functions.
American Century Investments believes all individuals are entitled to equal employment opportunity and advancement opportunities without regard to race, religious creed, color, sex, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender, gender identity, gender expression, age for individuals forty years of age and older, military and veteran status, sexual orientation, and any other basis protected by applicable federal, state and local laws. ACI does not discriminate or adopt any policy that discriminates against an individual or any group of individuals on any of these bases.
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American Century Proprietary Holdings, Inc. All rights reserved.
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