Job Description

Job Title: Operations Strategic

Work Location: Irving, TX

Duration: 6 month contract with option to extend

Education/Experience: Bachelor's degree preferred

Job Description & Responsibilities :

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• Facilitate payment function, answer client queries on accounts, portfolios and records
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Guide callers through troubleshooting, navigating the company website or using the products or services
• Collaborate with other client services professionals and financial advisors to improve client experience
• Willingness to cross train in other operational functions beyond day-to-day assignment
• Review and approve pending client requests to ensure proper authorizations and supporting documentation are in place and meet policy requirements
• Process team specific tasks as requested by the business.
• Utilize proprietary and external systems to evaluate complex issues and make critical thinking decisions
• Interface with teams and businesses resolve on-going issues and answer specific policy questions
• Provide support and work on special projects as requested
• Analyst must understand and adhere to all policies and procedures including, but not limited to, quality, client service, information security, and compliance
• Apply business judgment to identify unusual or suspicious activities and escalate issues as appropriate

Skills & Qualifications :

• 1-3 years of prior work experience in a relevant field.
• Proficient to advanced skills with MS Office (Excel, PowerPoint, Word, Outlook)
• Highly organized with exceptional attention to detail and follow-through
• Strong ability to manage multiple projects with competing deadlines
• Proven analytical skills and problem solving ability
• Team player with positive attitude and strong work ethic
• Ability to work collaboratively with all levels of the organization
• Flexible and able to work well under pressure in a team environment
• Strong communication skills (written and verbal)
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• Ability to work in a fast-paced environment
• Strong interest in client service/operations
• Commercially savvy with ability to exercise discretion with respect to highly confidential/sensitive information

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