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Client Service Manager (Operations/Processing)

Location:Tucson, AZ
Level:Full Time
Category: Client Services

Description

Position Purpose:

The Client Services Manager is responsible for the oversight of all Kansas City, Mo  based transaction processing and mail operations. This includes but is not limited to529 plan financial and non-financial data entry, mailroom activities, research and client correspondence. Reporting to the Director of Client Services, the Client Services Manager will be required to supervise a group of up to 60 processing and mail operations personnel performing a variety of job functions within College Savings

The Client Services Manager must have a strong understanding of financial services industry and the software applications utilized to support all job functions. Demonstrated supervisory and technical aptitude is a must in this role. The ideal candidate will be able to demonstrate the capability to work in a fast paced environment with the ability to schedule resources to address high seasonal volumes.

The Client Services Manager will be required to identify and correct inefficiencies through process and/or application improvements. Quality and timeliness processing trends must be monitored daily to identify issues and course correct where needed. Candidate will be required to obtain any necessary financial services supervisory licenses if not already held.

 

Essential Duties and Responsibilities:

 

Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.

The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.

Ensure timeliness and quality service levels are achieved

Oversee the processing of a diverse range of financial and non-financial transactions

Manage critical escalated issues and cases and communicate updates to the senior executive team and key business partners

Ensure all procedures are current and meet FINRA and SEC guidelines

Consistently achieve contractually obligated productivity, timeliness and quality standards 

Periodically assist, coordinate and manage large scale cross company projects

Monitors transaction processing and quality reports to ensure internal policies and procedures and quality standards are met

·         Communicate with key business partners on escalated/sensitive customer issues

·         Manage the unit’s volumes, workflows and resource allocation

·         Review daily reports to identify trends and proactively mitigate risks

 

 

 

Performance Management of a team

·        Motivate, provide direction, support and mentoring to the unit and assist team members

·        Ensure policies and procedures are followed by the group

·        Screen candidates for potential employment and make final hiring decisions for the department

·        Use decision making skills to work through difficult situations in conjunction with partners and other functional units across the organization.     

·        Mentor staff

·        Ensure compliance with all company and industry policies and regulations

 

Workflow/Process Improvement

·        Assist Director in creating and managing a strategic plan for all areas of the operation.

·        Recommend improvements to applications, workflows, and procedures

·        Ensure staff is working on tasks appropriate to their skill level, identify cross training opportunities where appropriate

·        Responsible for analyzing monthly trends and identifying gaps/?needs

 

Core Values & Client Focus

Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.

The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.

 

Minimum Requirements:

Bachelor’s Degree preferred

2+ years of experience within a client service setting within financial services. Customer service experience preferred

Familiar with standard concepts, practices, and procedures within transfer agent or financial services

Strong analytical, problem solving, organizational, interpersonal, and communication skills

Relies on experience and judgment to plan and accomplish goals/objectives

FINRA Series 6 or 7 license is preferred

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What makes any career at Ascensus so rewarding?

  • Collaborative, idea-sharing environment
  • Professional development
    • In-house training
    • Tuition reimbursement
  • Generous reward programs
  • Paid time off (additional purchase plan)
  • Medical, dental & vision benefits
  • Health savings account (employer contribution up to $1,100)
  • 401(k) & 529 match programs
  • Volunteer/charitable-giving programs
  • Business casual dress
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