What are the responsibilities and job description for the Operations Associate II, Bill Pay/Asset Delivery position at Equity Administrative Services Inc And Affiliates?
- This position is based out of our Westlake, OH office and is eligible for a hybrid schedule after the probationary period.
JOB OVERVIEW
The Operations Associate II, Bill Pay/Asset Delivery handles all client requests related to retirement account distributions, bill payments, and internal movement requests accurately, timely and in accordance with documented procedures. Develops and enhances the client experience by providing superior customer service and support to clients and third parties.
RESPONSIBILITIES & DUTIES
- Efficiently reviews and processes client requests involving retirement account distributions, bill payments, and internal movements.
- Professionally communicates with clients through in-bound call queue, outbound calls, incoming and outgoing emails.
- Provides status updates to clients, works to resolve any outstanding requests, performs required research, and responds accordingly.
- Manages time and workload appropriately to meet all internal service level agreements (SLAs).
- Effective and timely communication with clients, colleagues, and third parties.
- Assists Supervisor and Team Lead with additional projects or assigned tasks.
- Collaborates internally to resolve client requests or issues
- Actively reviews procedures and provides updates to Management
- Assists with training new and existing employees
- Participates in periodic system regression testing
- Assists other departments as needed
- Perform other duties as assigned
QUALIFICATIONS
- High school diploma or equivalent required
- College degree preferred
- Minimum 1 year of experience in a customer driven environment
- Minimum 1 year experience in retirement account and/or financial services industries
PROFESSIONAL CERTIFICATIONS
- None required
TECHNICAL SKILLS
To be successful in this role, you should have experience with and an understanding of the following:
- Intermediate level proficiency in Microsoft Office products
- Intermediate 10 key skills
- Ability to type at least 45 words per minute WPM preferred
- Experience with IRS guidelines preferred
CULTURAL COMPETENCIES
In 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:
Attention to Detail
Time Management
PHYSICAL DEMANDS/WORK ENVIRONMENT
This 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 ACKNOWLEDGEMENT
The 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.
