Wealth Services Resource Specialist

The Wealth Services Resource Specialist is a subject matter expert on investment and banking procedures and processes. The Wealth Services Resource Specialist will be a part of a team comprised of specialists with a focus on effective issue resolution for our clients. The Wealth Services Resource Specialist provides first level support and escalation to licensed and non-licensed associates, internal partners, and clients. They manage escalated customer inquiries and ensure the issue resolution is handled promptly and seamlessly. The Wealth Services Resource Specialist works closely with business partners to review front line metrics (e.g., questions raised, frequency of escalated items, etc.) and use that data to develop individual and team based coaching opportunities. Responsibilities: Answer incoming calls from internal partners and function as SME/point of contact for complex product related procedural / process related questions & escalations Addresses procedural / process related questions and concerns from associates and assists with problem resolution Resolves escalations from clients, wealth teams, senior leadership, or executive levels Provides point of call resolution, a research/escalation resource, and partners with process specialists to research and resolve client requests Supports an expansive and/or diverse array of products/services (e.g., Investment, banking, mortgage) Consults with strategic partners, managers, and department to resolve client requests promptly and achieve excellent internal and external customer service Documents, tracks, and monitors items escalated to them to ensure a timely resolution Responsible for keeping detailed records of open client issues and monitoring them accordingly Works with business partners in identifying performance issues, drafting, and executing team and individual based training Collaborates with training partners to align coaching efforts with training strategy, focusing on knowledge and service improvement Monitors and manages standard call center metrics for abandonment rate, service level, staffing requirements, capacity planning, etc.