Hybrid Client Partners Lead en Hilltop Securities
Hilltop Securities · Dallas, Estados Unidos De América · Hybrid
- Junior
- Oficina en Dallas
Hilltop Securities is currently seeking a Client Partners Lead in Dallas, Texas. This is a unique opportunity to join our team to provide operational support and world-class customer service to our clients. In this role, you will be on a team acting as the primary point of contact for all inquiries. You will communicate directly with customers, as well as internal business partners and external service partners to effectively resolve complex issues, questions, and service requests. As a Client Partners Lead, you will have an extensive impact on the client's organization and their ability to do business in an effective and timely manner. The Client Partners Lead will accomplish this impact through proper tracking, raising issues, when necessary, timely resolution of highly complex client issues & maintaining client satisfaction.
Responsibilities
• Works under limited supervision and with experience and knowledge of procedures to process a greater variety of complex transactions.
• Responsible for non-routine escalations by drawing on multiple information sources and understanding multiple effects of an issue. May be responsible for approving requests.
• Train new hires and go to person for existing staff when Supervisor/Manager is not available.
• Other related duties and projects as assigned by department Manager
• Provide detailed analysis, triage and tracking of client issues reported via email, phone and/or service center.
• Ensure an excellent client experience by providing dedicated, timely and efficient communication regarding the impact, current status and next steps of issues being researched.
• Act as a liaison between the client and internal departments in facilitating issue resolution.
• Manage multiple client concerns and inquiries in a dynamic environment.
• Establish strong understanding of clients' business and processes to better assess areas of improvement or opportunities for additional application training.
• Build and maintain client relationships and maintaining superior levels of client satisfaction.
• Review and audit user entitlements and provisioning on a quarterly basis.
• Assist in developing product-focused expertise within the team.
• Perform data analysis and operation metrics.
• Keep abreast of industry updates and changes that may impact assigned work functions and processes.
• Commit to learning & developing yourself to better Operations as a whole.
• In absence of Supervisor/Manager, may assist Sr Manager with daily work assignments of staff. Not responsible for hiring or employee relation issues.
Qualifications
• Bachelor’s degree, preferably business-related or equivalent of three to five plus years financial service industry experience.
• Three to five years client service experience.
• Series 7 preferred.
• Excellent relationship building and communication skills, both oral and written.
• Skilled at effectively handling difficult customer service situations.
• High degree of computer literacy, with knowledge of various systems associated with operations processing.
• Strong PC skills including knowledge of MS Office Products and Internet preferred.
• Aptitude to comprehend functions and procedures and disseminate that information in a clear and precise manner to others.
• Maintain a sense of ownership, be a self-starter, and have a strong attention to detail.
The above statements are intended to describe the general nature and level of work being performed by individuals in, or assigned to, the above position and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required and may be changed at the discretion of the Company.
The above statements are intended to describe the general nature and level of work being performed by individuals in, or assigned to, the above position and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required and may be changed at the discretion of the Company.
