What are the responsibilities and job description for the Operations Associate II-Digital Support position at Stifel?
Why Stifel:
Let’s talk about how you can find your place here at Stifel, where success meets success.
What You'll Be Doing:
While our headquarters is in St. Louis, we have offices in New York, San Francisco, Baltimore, London, Frankfurt, Toronto, and more than 400 other locations. Stifel is home to approximately 9,000 individuals who are currently building their careers as financial advisors, research analysts, project managers, marketing specialists, developers, bankers, operations associates, among hundreds more. Let’s talk about how you can find your place here at Stifel, where success meets success.
At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off.
Stifel is an Equal Opportunity Employer.
Stifel strives for a culture that puts its clients and associates first: a culture where everyone belongs, everyone is welcome, and everyone contributes to the success of our clients, their careers, and the firm as a whole.
Let’s talk about how you can find your place here at Stifel, where success meets success.
The Digital Support Associate II is responsible for aiding in driving departmental results for the ongoing support for Stifel's Client Facing Platforms, as well as additional tasks which could require more experience and expertise to perform. This position requires a sound understanding of Stifel's Client Facing Applications and processes while serving as a liaison to internal and external stakeholders. This position will require strong collaboration among team members to provide a high level of service to our clients and branch office personnel.
What We're Looking For:
- Accurately provides phone support with a high level of customer service while adhering to departmental procedures and guidelines, and promoting Stifel's Client Facing Applications
- Identifies potential problems or issues that fall outside of standard procedures and provide leadership and Product Development with ways to improve operational efficiency
- Develops effective communication skills with clients, Stifel branch personnel, IT Stifel Product Support, and within the department
- Provides timely updates on the progression of job responsibilities to leadership
- Manages higher level and sensitive information with ability to keep record of caller interactions
- Troubleshoots and diagnoses issues related to Stifel's Client Facing Applications, including: gathering all relevant information from the caller, apply known troubleshooting techniques, opening detailed support tickets when troubleshooting fails, and following up with users once the issue is resolved
- Handles escalated calls and emails from tier 1 support and Operations Associates
- Opens and monitors cases with outside vendors of the Client Facing Applications when necessary
- Assists in the advancement of both departmental and firm wide initiatives and projects related to Stifel's Client Facing Applications
- Actively participates in internal support groups to accomplish department procedures/goals
- Strong organizational skills with the ability to follow up on open tasks
- Ability to multitask, prioritize and manage time effectively
- Ability to utilize sound judgment in order to assist with more complex issues with the ability to disseminate relevant information to leadership, specifically around Stifel's Client Facing Applications
- Working knowledge of financial services applications, systems, terminology and procedures and ability to adapt to these changes
- Ability to assist in training both new and existing associates on departmental and branch processes
- Ability to assist with testing applications and upgrades as they become available
- Maintains a positive, empathetic, and professional attitude toward callers and promotes team collaboration at all times
- Provides the highest quality of customer service through written and verbal communications
- Demonstrates the ability to work collaboratively within a team and with other areas in the firm
- Minimum Required: Bachelor's Degree and/or 1 years Stifel or career equivalent experience
- Minimum Required: 1 years' professional business related experience
- Proficient in Microsoft Office Suite including Outlook, Word, and Excel
- Proficient in web browser troubleshooting
- Microsoft SharePoint experience beneficial #LI-AS1
Stifel is more than 130 years old and still thinking like a start-up. We are a global wealth management and investment banking firm serious about innovation and fresh ideas. Built on a simple premise of safeguarding our clients’ money as if it were our own, coined by our namesake, Herman Stifel, our success is intimately tied to our commitment to helping families, companies, and municipalities find their own success.
While our headquarters is in St. Louis, we have offices in New York, San Francisco, Baltimore, London, Frankfurt, Toronto, and more than 400 other locations. Stifel is home to approximately 9,000 individuals who are currently building their careers as financial advisors, research analysts, project managers, marketing specialists, developers, bankers, operations associates, among hundreds more. Let’s talk about how you can find your place here at Stifel, where success meets success.
At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off.
Stifel is an Equal Opportunity Employer.
