Job Description

*This position is based out of our Westlake, OH office and is eligible for a hybrid schedule after the probationary period.

JOB OVERVIEW

The Beneficiary Client Service Analyst demonstrates an advanced understanding of Retirement Accounts, the inherited IRA process, serves as a subject matter expert to our client’s, and provides a single point of contact to ensure an outstanding client experience. Works closely with Operations Management, Legal, Compliance, our client’s outside council, and collaborates effectively across the organization to provide a superior client experience.

RESPONSIBILITIES & DUTIES

• Provide concierge service to the beneficiaries of our deceased clients.
• Acts as a single point of contact to outline all requirements to facilitate the process of allocating the assets from the deceased account to the beneficiaries or estate, responds to all inquiries accurately and timely, provides any required paperwork to facilitate the process and ensures the appropriate transactions are facilitated correctly.
• Extensive knowledge of Retirement Accounts and the inherited IRA process. Has a foundational understanding of Last Will & Testaments, Estates, Trusts, and how they’re handled within the inherited IRA process. Must feel comfortable speaking with our client’s outside council.
• Ensures client service level agreements (SLAs) are met while maintaining a balance between quality and efficiency.
• Professionally communicates with clients through in-bound call queue, outbound calls, incoming and outgoing emails.
• Exhibits a passion for client services, displays positive energy, and problem-solving skills to assist clients with their inherited accounts and/or assets in a timely manner as well as performing detailed research and follow-up.
• Manages multiple tasks effectively by balancing high productivity with excellent service quality.
• Works collaboratively with other team members, internal stakeholders, and third-party vendors to deliver high quality service and meet client expectations.
• Serves as a senior member of the team, providing sound decision-making assistance as well as support for complex situations.
• Assists with identifying training opportunities, periodic system testing, reviews and updates departmental procedures while providing recommendations to Supervisor and/or Team Lead to minimize risk and increase efficiencies.
• Performs other duties or projects as assigned.

QUALIFICATIONS

• Bachelor’s degree preferred.
• 7-10 years of Financial Services experience.
• Minimum 3-year experience working with IRAs and the beneficiary election process.
• Minimum 3-5 years of experience in a customer driven environment.

PROFESSIONAL CERTIFICATIONS

• None required.

TECHNICAL SKILLS

To be successful in this role, you should have experience with and an understanding of the following:

• Intermediate level proficiency in Microsoft Office
• Intermediate 10 key skills 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 competencies:

• Customer Focus
• Communicates Effectively
• Resourcefulness
• Balances Stakeholders

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 Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

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