Job Summary

The Sr. Associate, Advisory & Managed New Accounts (SMA/UMA Team) position follows a hybrid-friendly schedule, combining flexibility and collaboration. The role involves a range of customer service activities, including handling complex customer cases and inquiries, assisting callers, and providing information. The position also includes administrative tasks such as maintaining records, organizing schedules, and supporting business processes. The role requires adherence to organizational policies and procedures, as well as the development of technical and process skills through training and coaching.

Essential Duties and Responsibilities

• Carry out a range of customer service activities, including handling customer cases and inquiries that are more complex or outside the norm.
• Answer the telephone and assist callers or those making varied inquiries by email or mail with any requests for information, directing more complex matters to colleagues as necessary.
• Initiate contact internally and externally to convey requests, provide instructions, or obtain information on behalf of a senior colleague.
• Receive and screen visitors, answering routine questions, providing information, or directing requests elsewhere.
• Produce, update, and provide best practice support on Microsoft documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.
• Provide an efficient counter service by carrying out standard branch operations tasks and informing customers about simple products.
• Create, organize, and maintain files containing the correspondence and records of a senior colleague.
• Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.
• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Use clear and effective verbal communication skills with guidance (but not constant supervision) to express ideas, request actions, and formulate plans or policies.
• Support business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.
• Work with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Work at an intermediate level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works with guidance.
• Work at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.
• Work with guidance (but not constant supervision) to plan, organize, prioritize, and oversee activities to efficiently meet business objectives.
• Work with guidance (but not constant supervision) to develop, monitor, interpret, and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Work at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance.
• Work with guidance (but not constant supervision) to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Receive, monitor, and deal with allocated customers with guidance (but not constant supervision).
• Apply understanding of the business environment and objectives to develop solutions with guidance but not constant supervision.
• Work with guidance (but not constant supervision) to meet high customer service standards.
• Work with guidance (but not constant supervision) to understand and effectively operate all customer management systems.
• Work under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision-making.
• Work with guidance (but not constant supervision) to select, deploy, and get the best results from the most appropriate office system.
• Work at an intermediate level to recognize sales opportunities during service interactions to enhance overall customer service. Typically works with guidance.

Knowledge, Skills, and Abilities

• High School (HS) diploma required.
• Ability to develop and maintain excellent process or technical skills through training and coaching.
• Proficiency in using standard office equipment and software packages.
• Strong verbal communication skills to express ideas and request actions effectively.
• Intermediate-level skills in customer interaction, including navigating conversations and recognizing sales opportunities.
• Ability to analyze data from multiple sources to draw conclusions and make recommendations.
• Understanding of organizational policies, procedures, and regulatory codes relevant to the role.
• Capability to plan, organize, and prioritize tasks to meet business objectives efficiently.

This is the pay range that Magnit reasonably expects to pay for this position: $24.05/hour - $32.07/hour

Benefits: Medical, Dental, Vision, 401K