Client relations representative job description

+ Department: Credit Union

+ School Area: Credit Union

+ Employment Type: Full-Time

+ Employment Category: Non-Exempt

+ Visa Sponsorship Available: No

+ Schedule: 37.5 hrs/wk., 8:30 A.M. - 5:30 P.M.

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Information on MIT's COVID-19 vaccination requirement can be found at the bottom of this posting.

MEMBER RELATIONS REPRESENTATIVE, MIT Federal Credit Union (MITFCU), to be responsible for delivering outstanding member service and performing all functions pertinent to this position in a timely and accurate manner. Will fulfill a multitude of member service requests, including processing financial transactions (i.e., processing cash and check inquiries remotely), account maintenance, password resets, and resolving customer concerns accurately, efficiently, and effectively in accordance with the MITFCU's policies and standard operating procedures. Responsibilities include utilizing member interface technology, electronic delivery systems, and numerous software applications used by the Credit Union to process member transactions, and assist/advise members with new account services (including additions or changes in member accounts); cross-selling by identifying sales opportunities and following referral procedures; responding to member inquiries to identify issues and needs and propose solutions; keeping current on changes in technology, electronic, and alternative delivery methods; protecting the confidentiality of all financial data relating to bank operations and its members; implementing and complying with credit union policies and procedures; researching account information to resolve member inquiries; providing coverage to other member service branches/departments as necessary; handling ATM/debit card POS increases and PIN resets; participating in annual student drives and mini-membership drives; achieving established goals, both individual and departmental; and handling daily account maintenance and other services issues as necessary.

Job Requirements

REQUIRED: high school diploma or equivalent certificate of education and member/customer service experience. PREFERRED: at least six-months credit union, banking, or other financial industry experience and six- months cash handling/balancing experience. Job #21554-1 This is a full-time, 37.5 hour/week position.The position is located in Lexington, MA7/13/22

While we don't have a current opening , we anticipate actively hiring for the Client Relations Representative role in 2023. However, given our rapid growth, needs can change quickly so you are welcome to submit your resume for review and retention for future reference.

Please "Apply Now" with our quick 3 minute application and submit your resume in PDF format only.

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Serve First - Be Insightful - Guide Forward - Collaborate - Make it Happen

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At Hamilton Capital, culture is the cornerstone of how we do business. We trust that an environment that encourages innovation, begins by ensuring employees are comfortable making decisions, taking risks, and being mistaken.

We are only as good as those we are fortunate enough to work with, which means each individual must have the resources, support, and training needed to succeed. It is through prioritizing and investing in our people that we have been able to build a rare and exceptional team; a team that helps clients build great financial legacies, so that they too may pursue their dreams and influence the people and organizations they love.

In return, we expect a lot out of our employees - but not in the way you might assume. We expect you to use your unique voice, talents, and experiences to master your craft. We expect that you will believe in our vision, serve others first, and commit to challenging yourself and those around you as we collectively strive for greatness.

Your work here will have profound meaning and impact, not just on our clients, but on our team, and because we take our commitment to you very seriously, we have faith that you will do the same for Hamilton Capital.

About the Position

Are you ready to take your exceptional client service skills to the next level? Hamilton Capital is one of the nation's largest independent, fee-only, registered investment advisory firms. We are seeking a dynamic professional to add to our Client Relations team.

Position Benefits

• Supportive, flexible, people-oriented culture and a professional yet family atmosphere
• Individual contribution and innovation encouraged and recognized
• Personal and career development opportunities
• Competitive compensation package commensurate with experience
• Excellent benefits, including a 401(k) Plan with employer contribution
• Incentive Plan
• Investment management and financial planning services

Primary Position Responsibilities

• Establish new accounts and facilitate account transfers from various custodians
• Process and track account contributions and distributions
• Participate in portions of client meetings relating to account administration
• Master CRM functions and capabilities
• Serve as a subject matter expert with respect to account-related services and processes both internally and with custodians
• Act as a liaison between firm members, clients, and custodians
• Maintain proper records of client work and information
• Prepare organized and well-written correspondence to clients, firm members, custodians and other contacts

Position Requirements

• Bachelor's or Associate's Degree with emphasis in business, communications or related field, or equivalent experience, required
• Experience in a professional customer service environment required, with previous industry experience preferred
• High level of accuracy, attention to detail, and ability to multi-task in a fast-paced environment
• Outstanding communication, analytical, and organizational skills
• Proficiency with Microsoft Office suite and aptitude to learn specialized software programs

At Edward Jones, we help clients achieve their serious, long-term financial goals by understanding their needs and implementing tailored solutions. To ensure a personal client experience, we have located our 15,000+ branch offices where our more than 7 million clients live and work.

In a typical branch office, a financial advisor meets with clients and receives branch office support, so they can focus on building deep relationships with clients. Headquarters associates in St. Louis, Tempe and Mississauga provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. We continue to grow to meet the needs of long-term individual investors.

The Client Relations Financial Representative (CRFR) is responsible for serving in the capacity of the FA to provide advice, service and support for our client's urgent financial and account related needs when their Financial Advisor is unavailable. CRFRs play a significant role in supporting the firm's unique business model. Our purpose is to provide a consistent experience by delivering tailored solutions and exceptional service to our clients, while fulfilling the firm's regulatory requirements and ensuring the FA continues to serve as the primary Financial Advisor. We do this by aligning to and complimenting the relationship, service, and advice provided by the client's branch team.

CRFRs are also responsible for supporting clients who are involved in potential legal, compliance, fraud or account dispute issues. The circumstances of these situations can be highly emotionally charged and can create a challenging working environment. Complex problem solving and strong conflict management skills are necessary for the CRFR to analyze risks while successfully resolving client situations with world class service. While some situations may need to be escalated to Compliance for further investigation, the CRFR's goal is to act in a service recovery role to retain clients for the firm.
CRFRs fulfill this role by;

* Understand the client's financial situation and needs
* Effectively evaluate appropriate solutions utilizing the policies, tools, resources and guidance provided by the firm
* Professionally presenting solutions based advice/recommendation to the client
* Aligning and partnering with the branch team to support the client.
* Ensuring department standard operating procedures have been followed appropriately

To fulfil the requirements for the role the associate must;

* Completing all required division and firm training, CE requirements, and keeping current with compliance and product alerts. They must maintain a thorough understanding of all investment, account and account feature solutions in order to explain the risks, product features, pricing and to determine overall what is in the client's best interest.
* Maintaining a thorough understanding of current market events along with the ability to align communications with the Firm's philosophies regarding those events..
* Collaborating with the branch team to ensure an effective partnership exists CRFRs help to enhance the branch team's understanding of the client's needs by sharing valuable insights gained from conversations.

Qualifications Required in the Job:

Education/Certification

* Bachelor's degree is preferred.
* Series 7 and 66 (or a combination of the 63 and 65) are required at time of application; Combined with in depth product knowledge and an understanding of industry regulations, as well as the ability to discuss financial matters competently and articulately.
* Industry accreditations such as AAMS and CFP are preferred
* Working knowledge of all Jones systems and tools preferred (Joneslink, Financial Foundations, Portfolio, Advisory Solutions, Relationship Manager and 5 Star Relationship).

Years of Relevant Experience

* 3+ years of industry experience with at least 1 year registered experience required.
* Prior experience in a Financial Advisor position is strongly preferred.

Skills/Abilities

* Ability to evaluate compliance and regulatory risk based on client situations
* Excellent verbal and written communication skills required due to the direct contact with Edward Jones' clients. Must be able to understand and communicate rationale for solutions based advice, research opinions, fees, portfolio recommendations, account solutions, estate planning, tax implications, , current/future market conditions, industry trends, and financial topics in the headlines.
* Skilled in conflict resolution as they are the intitial contact for complaint situations or when the branch/client relationship is no longer amicable.
* Ability to perform in a fast-paced environment without sacrificing quality.
* 2021 FORTUNE 100 Best Companies to Work For By Great Place to Work and FORTUNE Magazine - Edward Jones was named No. 20 on the list.
* From FORTUNE ©2021 FORTUNE Media IP Limited. All rights reserved. Used under license. FORTUNE and FORTUNE 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. FORTUNE and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Edward Jones Investments.

* 2021 Corporate Equality Index - Edward Jones joins the ranks of 767 major U.S. businesses that received top marks in the Foundation's 19th annual scorecard on LGBTQ workplace equality.
* From The Human Rights Campaign. All Rights Reserved

* 2021 Training Top 100 list - Edward Jones ranked No. 19, up six spots from last year in its 21st consecutive year on this prestigious list.
* J.D. Power, 2021 - Edward Jones has ranked "highest in Employee Advisor Satisfaction among Financial Investment Firms" in the J.D. Power 2021 U.S. Financial Advisor Satisfaction Study.
* Edward Jones received the highest score among employee advisors in the J.D. Power 2007,2008, 2010, 2012-2015, 2017-2021 Financial Advisor Satisfaction Studies of employee advisors' satisfaction among those who are employed by an investment services firm. Visit jdpower.com/awards for more information.

Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.

At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long-term career, financial security and well-being. Visit our career site to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing. The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate: