Division Operations Consultant

Summary Under general supervision, specialized knowledge and skills obtained through experience and/or formal training to serve as a key operational support partner and issue-resolution resource for branch offices, financial advisors, and division management. Researches, troubleshoots, and resolves complex escalated matters associated with client accounts, operational processes, technology, registrations, and branch administration. Acts as a liaison between home office departments and branches, provides proactive communication and education, recommend practical solutions, and ensures matters are managed through resolution in accordance with company policies and service standards.

Essential Duties and Responsibilities Acts as a liaison between home office departments and the branch offices to research and resolve escalated issues regarding clients’ accounts communicated via phone, correspondence, email and online inquiries; follows the issue all the way through resolution and final communications. Maintains strong relationships with key business partners both internal and external. Determines best method to resolve issues, follows up, either verbally or in writing to ensure advisor satisfaction and adherence to company policies. Coordinates external due diligence/vendor management process and internal audit request of existing financial institution clients. Addresses inquiries pertaining to operational policies and procedures and relay policies that govern the procedures handled at the advisor level. Supports initiatives,  special projects, or division priorities that have direct impact to the branch. Assists with education of team members regarding products and technology resources. Acts as liaison for the branches by explaining the different systems used and directing the FA to the appropriate systems needed. Maintains records of incoming calls, resolutions to the calls, and any contact to follow-up with branch personnel. Assists with the onboarding process for new financial advisors joining existing programs. May assist with institutional onboarding as needed. Develops and implements new programs to provide improved service to the branches. Assists in the implementation of strategies and campaigns that focus on enhancing the growth and efficiency of financial advisors i.e., practice management, product knowledge, etc. Serves as main point of contact for certain firm initiatives, changes, or unexpected events. Examples are changes to account fees, trade fees, statement and reports. Performs other duties and responsibilities as assigned. Knowledge, Skills, and Abilities Knowledge of: Basic office and branch practices, procedures and methods. Account types and industry operations in general. Back office systems. Skill in: Organizational and time management skills sufficient to prioritize workload, handle multiple tasks, and meet deadlines. Operating standard office equipment and using required software applications to produce correspondence, presentations, electronic communication and spreadsheets. Detail orientation to ensure quality standards are met without impairing workflow. Follow-up to ensure resolution and completion of tasks. Ability to: Provide a high level of customer service in a calm, courteous and professional manner. Establish and maintain effective working relationships at all levels of the organization. Organize, manage and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment. Use effective oral and written communication skills sufficient enough to communicate and interact effectively with Financial Advisors and branch associates. Constructively work under stress and pressure when faced with high workloads and deadlines. Ability to handle situations that require de-escalation in high volume circumstances. Ability to multi-task between several different functions daily. Educational/Previous Experience Requirements