Operations Coordinator - Customer Services

Job Description

The Operations Coordinator for Customer Services is responsible for handling service calls (from advisors and retail customers) efficiently and politely, accurately executing customer requests. This individual will be well- versed in all aspects of the customer service system so as to assure a full working knowledge of all customer data systems.

Essential Functions

• Handle service calls (from advisors and retail customers) efficiently and politely, accurately executing customer requests.
• Ensure the optimal use of operational programs to promote maximum efficiency.
• Become well-versed in all aspects of the customer service system so as to assure a full working knowledge of all customer data systems.
• Coordinate activities with information systems and other operational units as required and resolving unusual or complex problems
• Work closely with related Financial Services personnel to ensure that their operational requirements are met
• Ensure compliance with brokerage policies and procedures
• Resolve problems and customer issues
• Partner with Financial Services personnel
• Author and initiate client correspondence
• Interact with customers calls, requests and operational account changes
• Prepare and mail welcome letters and holiday cards
• Monitor work flow
• Establish email market systems
• Order supplies
• Maintain rep/branch changes, internal directory, etc.
• Maintain unit BCP
• Handle communications
• Handle LPL Premium account changes
• Implement and maximize operating efficiencies
• Recommend / implement improvements to procedures
• Control and minimize departmental non-payroll costs
• Improve monitoring and measuring systems
• Recommend improvements for communication within Financial Services

Additional Essential Functions

Essential Functions

• Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
• Work as part of a team
• Work with on-site equipment

Additional Responsibilities

• Complete special projects as they are assigned

Safety and Health for those without supervisory duties

• Abide by the rules of the safety and loss prevention program
• Perform work tasks in a safe manner
• Report any and all injuries to supervisor
• Know what to do in case of an emergency

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Preferred Education

Bachelor's Degree Business / Finance / related degree

Work Experience

Less than 2 years operations / related experience

General Employee Knowledge, Skills, and Abilities

• Ability to establish effective working relationships among team members and participate in solving problems and making decisions
• Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
• Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
• Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
• Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.