Job Description

Job Overview:
The Call Center Representative delivers a superior client experience by identifying, troubleshooting, and assisting the client’s needs.

Responsibilities & Duties:

• Follows the guidelines set forth in the Equity Trust Service Philosophy. 
• Provides inbound and outbound call servicing and operational support to individual investors and institutional clients. 
• Assists clients with financial transactions.
• Research client inquiries including questions regarding required filings, asset holdings, forms completion and general online assistance.
• Trains clients on the myEQUITY online portal.
• Provides timely follow-up on client concerns, issues, and transaction progress.
• Answers client questions regarding services and fees.
• Documents appropriate record of calls in Equity Trust systems.
• Follows all department procedures to ensure a superior client experience.
• Manages incoming and outgoing communications, including phones, faxes, and emails.
• Monitors and escalates service issues to ensure high quality response to clients’.

Qualifications:

• Minimum 1 year of customer service experience, preferably in the retirement or financial services industry.
• High School Diploma or equivalent.
• Associate degree preferred.

Professional Certifications:
None required.

Technical Skills:

• Intermediate-level proficiency in Microsoft Office. 
• Basic knowledge of Customer Relationship Management (CRM) 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.

• Customer Focus. 
• Resourcefulness.
• Communicates Effectively. 
• Instills Trust.

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.

Equity Trust empowers individual investors and financial professionals by removing the barriers to investment freedom. As an IRS approved custodian, we fulfill the custodial and administrative duties required for each type of investment account our clients hold.With an Equity Trust account, clients have the opportunity to invest in alternative assets such as real estate, precious metals, private equity, and more. Additionally, clients can invest in traditional assets such as stocks and mutual funds – all through a single custodian.As an industry-leading custodian of alternative assets in tax-advantaged accounts, our 45-year* track record of excellence is unmatched in the industry. Equity Trust streamlines the investment experience by offering optimized solutions, processes, and service.As a directed custodian, Equity Trust does not provide tax, legal or investment advice, nor do we offer or sponsor any proprietary investment products.

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