Team Lead I, Account Services & Transfers

When you work at Equity Trust, there is never a dull moment! You get to be a part of a dynamic, innovative, and collaborative team dedicated to providing a superior client experience and driven by performance. Our culture of learning and growth encourages our teams to challenge the status quo and break through ceilings to establish new standards for our industry. For all our associates, the journey is both challenging and rewarding, and we embrace the flexibility to allow you to pave your own path. Come join our mission and learn what it truly means to self-direct your future!

• This position is based out of our Westlake, OH office but eligible for a hybrid remote schedule.

JOB SUMMARY:

The Team Lead I, Account Services and Transfers supports the Supervisor with day-to-day planning, implementation, and problem-solving to ensure their team achieves their daily goals in production and service. As a subject matter expert, the Team Lead I serves as a resource and provides guidance by sharing their knowledge and skills with team members. Assists and performs processes facing capacity constraints. Supports and implements operational change initiatives that increase overall customer satisfaction.

ESSENTIAL FUNCTIONS:

• Provides guidance and support to team members, resolving issues and handling escalated client-related concerns. This includes taking escalated phone calls from clients.

• Collaborates with the team to create comprehensive process documents for new hires, extracting necessary information from employees.

• Works alongside the supervisor to help create content for training purposes, educating new hires about the department's functions and responsibilities.

• Assumes responsibility for allocating departmental resources in the Supervisor's absence.

• Maintains a positive attitude and professional demeanor, effectively representing the team in leadership meetings.

• Monitors team email inbox and physical mail, and distributes work accordingly.

• Provides insight and feedback to the supervisor regarding daily activity.

• Relays and enforces goals set by the supervisor.

• Enforces and manages multiple rotating calendars to ensure proper coverage for call queues, email handling, and mail distribution.

OTHER FUNCTIONS:

• Assists in the onboarding process for new team members, providing initial training support.

• Participates in special projects or initiatives as assigned by the supervisor, contributing to overall department goals.

• Provides constructive feedback to team members to support their professional development.

QUALIFICATIONS:

Education and Experience:

• High School Diploma or equivalent

• Minimum 3 years of experience in the retirement and/or financial industries preferred

• Minimum 2 years of previous leadership experience preferred

PROFESSIONAL CERTIFICATIONS:

None required

TECHNICAL SKILLS:

• Intermediate level proficiency in Microsoft Office

• Intermediate 10 key skills preferred

• Able to type at least 45+ WPM preferred

BEHAVIORAL COMPETENCIES:

In addition to the Core Company competencies of Customer Focus, Collaboration & Teamwork, Integrity & Trust, and Self-Development.

• Time management

• Written and verbal communication

• Accuracy

• Attention to detail

• Approachability

PHYSICAL DEMANDS/WORK ENVIRONMENT:

This job operates in a professional office environment. This role 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, stand, walk, use hands and fingers, and reach with hands and arms. It 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.