Scg Manager Jobs (NOW HIRING)

PRIMARY PURPOSE OF THE POSITION

The Special Correspondence Group produces free-form correspondence for the Retail, 529, Retirement, Brokerage, PSG (High Value Clients), RPS (Plan and plan participants), and FIS (Institutional and Intermediary Clients) product lines within II Services. Associates joining the group will require a strong base knowledge in at least one of these product lines and will be cross trained to support some of our higher volume product lines. SCG often serves as the last touch point between the front office/phones groups and back office/processing groups and the client. The incumbent must have a strong knowledge base of the specific business lines he or she writes, as well as the procedures for the corresponding phone and processing groups. This will ensure they can articulate specific procedures succinctly to the client, identify errors or gaps in research from the other groups, and escalate any coaching opportunities to the appropriate groups. They will also be cross-trained to support some of our higher volume/product lines Correspondent Representative researches issues/complaints and communicates with our clients effectively through various written mediums as well as questions received through general correspondence. The research can involve contacting all T. Rowe Price departments including working closely with other TRP Operations groups, Legal, and the investment liaisons.

Incumbent is responsible for completing work items for up to two business lines in accordance to department's established productivity and quality standards and escalates client feedback through various channels (SCG management, marketing, Voice of the Customer, etc.) as appropriate. Representative must also recognize issues that need to be elevated to SCG Management for further review and forwarding to the Legal Department, Central Control Group, or corresponding management teams.

PRINCIPAL RESPONSIBILITIES

• Prepares free form written responses to client inquiries including, but not limited to, account balance information, procedural and transactional questions, fund performance marketing materials, and complaints. Researches account problems and takes steps necessary to correct errors as required. Handles and responds to complex fund and/or account performance inquiries. Representatives are expected to be familiar with T. Rowe Price's guidance and planning tools, have a working knowledge of the theory of asset allocation and diversification and work with the companies various resources to draft correspondence on investment strategy and fund objectives and apply this knowledge and understanding in their responses to clients. Expected to have an understanding of financial markets and securities/mutual fund investing and be able to use this knowledge coupled with various resources to inform complete and thorough responses. Representatives are coached to anticipate possible follow-up questions and supply sufficient information to best assist the client. Questions may vary, therefore most replies are written in free form. Clarifies shareholder needs and inquiries to help enhance the client relationship. Contacts shareholders by telephone, as required, to resolve issues or clarify time-sensitive information while performing in line with department call-quality standards.
• Handles special assignments as required including, but not limited to, reporting, data gathering for logs, updating department resources, coaching, UAT testing, peer quality review. Also acts as back up to other departments, and other special projects as needed.

QUALIFICATIONS

Required

• High school diploma/equivalent and 1 year related work experience, or
• Associate degree, or
• College degree
• Successfully demonstrates writing skills through a written test mandatory for this role
• FINRA Series 7 and 63 required within 6 months of job entry date

• Strong knowledge of grammar rules

• Excellent writing skills
• Demonstrated ability to communicate effectively as a writer
• Understanding of the policies, procedures and compliance guidelines of the business units supported
• Ability to navigate department resources for applicable business units
• Ability to navigate the T. Rowe Price external and internal websites and tools
• Demonstrated understanding of fund, investment, and market information in order to educate a wide variety of clientele

Preferred

• Four-year college degree and 1-3 years of related experience
• Experience in client service and or II Services
• Experience in written communication