Inbound Support Agent Jobs in Colorado (NOW HIRING)

SUMMARY

The 529 Plan Services Specialist II is responsible for providing various transfer agency functions and maintaining accurate records for 529 Plan clients. This position will require in-depth 529 Plan knowledge, direct interaction with clients, financial representatives, vendors, and team members.

KEY ACCOUNTABILITIES

ACCOUNT OWNER AND FINANCIAL REPRESENTATIVE SUPPORT

• Answers incoming call interactions.
• Initiates outgoing call interactions.
• Answers incoming email and chat interactions.
• Answers general questions regarding 529 plan basic parameters.
• Answers questions specific to the 529 plans serviced by Ultimus Fund Solutions.
• Answers basic questions regarding affiliated 529 plans.
• Opens and performs quality control review on new account enrollment requests.
• Initiates and performs quality control review on transfer requests.
• Initiates and performs quality control review on investment election changes.
• Inputs complex trades into recordkeeping system.
• Inputs complex account maintenance updates into recordkeeping system.
• Processes requests for 529 plan literature and forms in a timely manner.
• Composes and sends basic correspondence to account owners and financial representatives.
• Performs the daily reconciliation of manual, NSCC and internet-based trades.
• Processes returned mail within guidelines.
• Assists with onboarding of new department associates.

COMPLIANCE AND SUPPORT ACTIVITIES

• Comprehends, retains, and explains services, company policies, and legal requirements to account owners and financial representatives.
• Learns and utilizes compliance procedures, desk policies, and legal requirements, state specific forms and documents, voice communication platform, and transfer agent recordkeeping and workflow system.
• Obtains knowledge of how the transfer agent fits into the plan managers administrative oversight, the 529 plan description and savings trust agreements to include general knowledge, the state specific 529 serviced, and call performance standards.

WORKING RELATIONSHIPS

• Daily contact with account owners, financial representatives, and broker-dealer firms.
• Daily contact with members of the 529 team including senior associates and manager.
• Daily contact with internal teams and departments.

May perform other duties as required and assigned.

EDUCATION AND EXPERIENCE

• Undergraduate degree in business administration, finance, or related area.
• Series 6 or 7 license.
• 3-5 years of experience providing inbound support to clients in a call center.
• Experience within the back-office of a retirement services department, cleaning firm, brokerage firm, mutual fund department, or within the financial services industry.

• Equivalent education and experience will be considered.

KNOWLEDGE

• Financial service products, including 529 plans, mutual funds, and retirement plans.
• Mutual funds and retirement plans.
• Online account owner web portal.
• 529 industry websites.
• Microsoft Office Suite.
• Adobe Acrobat.

SKILLS AND ABILITIES

• Provides exceptional customer service skills using proper phone etiquette.
• Troubleshoots issues utilizing creative and critical thinking skills.
• Multitasking, analytical, and organizational skills.
• Initiative-taking, strategic, and meticulous approaches with a strong commitment to quality, efficiency, and effectiveness.
• Demonstrates personal integrity, responsibility, and accountability.
• Effectively uses resources such as time and information in conjunction with associates.
• Participates in solving problems and making decisions.
• Presents and expresses ideas and information, written and oral, clearly, and concisely.
• Actively listens to others to achieve understanding and supports an open exchange of ideas and information.
• Identifies needs, arranges for, and obtains resources to accomplish individual and department goals.
• Establishes and develops effective working relationships with associates and clientele during both favorable and unfavorable situations.
• Modifies team and individual priorities and deadlines in response to added information, changing conditions, or unexpected obstacles and ensures completion.