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Account Resolution Specialist

Securities America, Inc. La Vista, NE

Job Description

The primary responsibility for this position is to serve as leader and the initial point-of-contact for the Rep Relations Center staff providing assistance as needed with calls or email requests. This position is also responsible for escalating service requests to the appropriate department and follow through on the accurate completion of the request.  Additional responsibilities include backing up Summit and Pinnacle queues, coaching team members and supporting training of new hires. 

Job Duties/Tasks
This position is responsible for, but not limited to the following:

  1. Act as primary contact for the Rep Relations Center staff on questions and daily issue resolution.  This will include taking escalated calls from Company Representatives as needed.
  2. Develop feedback reports and provide information regarding escalations making suggestions on ways to improve service.
  3. Support the Rep Relations Center trainer and/or Quality Assurance Analyst.
  4. Maintain and communicate information relative to industry or procedural items and act as a subject matter expert in that area.
  5. Research escalated problems utilizing all resources available.  Coordinate with internal departments or external companies to resolve issues.  Make recommendations for problem resolution based on the analysis completed.
  6. Initiate and/or coordinate proactive communications to representatives on procedural, service opportunities and other information through outbound calling campaigns.  
  7. Identify opportunities for improvement and recommend possible solutions.
  8. Identify and provide ongoing training and feedback on an as needed basis to the Rep Relations Center staff.
  9. Create and maintain interdepartmental relationships.
  10. Additional duties as assigned.  

Job Requirements

  • 12 months experience in the Rep Relations Center required        
  • 2 years previous industry experience and/or 1 year SAI experience required.  This may include 1-2 years previous customer service and/or securities/financial related experience                
  • Bachelor’s degree in business related field or equivalent work experience preferred    
  • Completion of the Securities America University program preferred    
  • Series 7, 24, 66 securities licenses preferred
  • Coaching skills to assist RRC staff through help line
  • Ability to  maintain confidentiality                            
  • Ability to identify process issues and initiate quality improvement process activities    
  • Ability to be at work on a regular and predictable basis                
  • Ability to clearly explain complex procedural and operational issues            
  • Demonstrate strong leadership and communication skills.  Projecting a positive, professional attitude with co-workers, customers, and various business contacts in person, in written communications and over the telephone                
  • Ability to consistently meet and maintain established department quality/quantity standards             
  • Ability to participate and contribute in a positive team environment
  • Ability to stay calm during stressful situations
  • Ability to be readily available for incoming calls, adjusting to changes in call volume to effectively meet demand and reduce wait time when volume is at its peak        
  • Ability to develop and maintain professional relationships                 
  • Ability to investigate, research, and resolve problems                
  • Ability to make independent decisions considering risk and best interest of Advisor and SAI
  • Demonstrates the ability to reach decisions promptly and implement appropriate action, deferring to manager only when appropriate                
  • Ability to organize, prioritize and handle multiple tasks                    
  • Ability to pay close attention to detail, work under pressure and meet deadlines    
  • Ability to provide a high level of customer service by anticipating and meeting the needs of representatives and internal staff members
  • Ability to coach and train internal and external customers                
  • Ability to take complete and accurate notes                        
  • Ability to work autonomously    
  • Ability to work flexible shifts to meet business needs
  • Knowledge of Rep Relations Center processes and procedures required
  • Knowledge of general SAI department functions, Operations procedures, and product types and the ability to stay abreast of changes         
  • Knowledge of general securities industry practices, procedures and terminology    
  • Knowledge of various SAI computer systems, including rep facing systems such as Streetscape, NetX360, E*Office, NBS etc.    
  • Ability to recognize the red flags of fraudulent activities and how to report suspicious activities to the proper parties
  • Keep representative retention a priority by understanding and executing activities and programs specifically designed to improve representative satisfaction and retention
  • Assist with internal projects such as improvement initiatives
  • Regular contact with other departments regarding client problem resolution
  • Distinguished problem solving abilities
  • Ability to create and present training decks for internal customers
  • Ability and aptitude to motivate others
  • Advanced conflict management skills



Job Details

Date Posted June 12, 2018
Date Closes August 25, 2018
Located In La Vista, NE
Department Operations
Function Resolution Desk
Job Type Full-time Employee
Compensation Hourly Wage
Experience Level Intermediate (3-7 yrs. experience)
Mon: 9:30 am to 6 pm
Tue: 9:30 am to 6 pm
Wed: 9:30 am to 6 pm
Thu: 9:30 am to 6 pm
Fri: 9:30 am to 6 pm
Positions Available 1
SOC Category 43-4051.00 Customer Service Representatives
Zipcode 68128
Name Human Resources
Address 12325 Port Grace Boulevard
City, State and Zip LaVista, NE 68128
Phone 1-800-747-6111
FAX 402-384-7589

This job offers the following benefits

  • 401(k) Retirement Savings Plan
  • Dependent-Care Spending Accounts
  • Flexible Spending Accounts
  • Health-Care Spending Accounts
  • Accidental Death and Dismemberment
  • Dental
  • Dependent Life Insurance
  • Employee Assistance Program (EAP)
  • Life Insurance
  • Long-Term Disability
  • Maternity / Paternity / Family Leave
  • Medical
  • Prescription Drug Plan
  • Short-Term Disability
  • Vision
  • Voluntary Life Insurance
  • Bereavement Pay
  • Casual Dress
  • Continuing Education Program
  • Dry Cleaning / Laundry
  • Employee Referral Program
  • Fitness Classes
  • Free Parking
  • Health Fair
  • Holiday Party
  • Massage Therapy
  • Nursing Facilities
  • Paid Holidays
  • Paid Vacations
  • Tuition Reimbursement
  • Wellness Program
  • Bonus Plan
  • Merit Increases
At a Glance
Enjoy these benefits
  • 401(k) Retirement Savings Plan
  • Dependent-Care Spending Accounts
  • Flexible Spending Accounts
  • Health-Care Spending Accounts
  • Accidental Death and Dismemberment
  • And More ...