Answer inbound calls in a fast-paced contact center environment. Individual must have the ability to multitask between several systems using dual monitors. Punctuality is an integral component to the contact center as we look to service our customers "How, Where and When" they prefer. Individual will provide account, product, regulatory, and procedural operating information to callers. Update callers on all industry developments. Act as liaison for all outbound communication. Provide day-to-day training, including "PC impersonation" to ascertain the caller's needs. Perform special projects and assignments as required.
Answer phone calls: in a contact center environment. The inquiries cover a wide array of investment subjects including: mutual funds, variable annuities, stocks, bonds, IRAs, 529s, qualified plans, brokerage, advisory and subscription platforms, new account setup, cashiering, periodic investment plans, IRA distribution/contribution rules, transfer of assets, dealer changes and stock transfers. In addition, the associate will assist customers by previewing various documents submitted for processing, email and fax forms accordingly.
Training the Field:
The training will come in the form of day-to-day instruction on how conduct business with PAS and utilize our tools accordingly. This will be accomplished by "Impersonation" via the PC and demonstrate appropriate navigation to the he callers so that they learn where the information is housed for future purposes. Keeping callers updated on all industry developments and updates. Contributing to training conferences. Assisting in updating the various operational guides, and field memos.
Ad-Hoc Projects. As required by regulatory and operation's needs. This includes various reporting and account billing projects.
The above description includes most significant duties performed. However, other occasional work assignments not mentioned are assumed to be included. Management reserves the right to assign and/or reassign duties and responsibilities at any time.
List essential knowledge, skills and abilities required to perform effectively for the role, specifically.
Excellent telephone and written communications skills
Candidate must posses strong analytical skills; have ability to ask probing questions, and present solutions to complex issues that arise
The individual must exude patience and have the ability to articulate procedures and concepts to callers of various levels of expertise
Manages multiple projects with multiple deliverables simultaneously
Adapts to changing business priorities and environments
Broker-Dealer Operations account set up; cashiering; transfers; mutual funds, variable annuities, 529's
Flexible to work on ad-hoc projects and cross-train with other areas
List two to three key leadership behaviors required to effectively lead and motivate self/team/others. See Position Summary reference to Leadership Model
Continuously strives to provide superior products and customer service
Expresses oneself in an open and honest manner
Demonstrates self-awareness and embraces feedback
College degree or equivalent work experience required
Securities licensed preferred (Series 7 & 63)
Will sponsor for licenses after 6 months of hire
Knowledge of Pershing systems and Envestnet a plus
Strong Microsoft Word, Excel, PowerPoint skills
Medical, dental, vision, and prescription plans
Attractive Paid Time Off (PTO)
Life and disability insurance
Tuition assistance program
Social responsibility is part of our mission. It stems from our corporate values of putting people first, doing the right thing, and holding ourselves to high standards.
As a company and as employees, we are engaged in a variety of initiatives such as volunteering within our local communities, educational alliances with colleges, focusing on sustainability, and promoting diversity and inclusion.
25% Travel - travel to/from our NYC to Bethlehem, PA office will be required, as needed
Ability to work from home or an alternate location
Every day, Guardian gives 26 million Americans the security they deserve through our insurance and wealth management products and services. Since our founding in 1860, our long-term view has helped our customers prepare for whatever life brings whether starting a family, planning for the future or taking care of employees. Today, we're a Fortune 250 mutual company and a leading provider of life, disability and other benefits for individuals, at the workplace and through government sponsored programs. The Guardian community of ~9000 employees and our network of over 2750 financial representatives is committed to serving with expertise when, where and how our clients need us. Our commitments rest on a strong financial foundation, which at year-end 2017 included $8.0 billion in capital and $1.6 billion in operating income. For more information, please visit guardianlife.com or follow us on Facebook, LinkedIn, Twitter and YouTube.
Guardian is a registered trademark of the Guardian Life Insurance Company of America.
Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.