<p><u><b>Job Description Summary</b></u></p><p style="text-align:left"><u><b>Job Description</b></u></p><p>Under general supervision, uses specialized knowledge and skills obtained through experience and/or formal training to assist Home Office associates and their direct family members in researching and resolving escalated issues. Recommends solutions to moderately complex problems. Extensive contact with clients via phone.</p><h3>Essential Duties and Responsibilities</h3><ul><li><p>Acts as a liaison to Home Office associates and their direct family members to research and resolve escalated issues regarding clients’ accounts communicated via phone, correspondence, email and online inquiries; follows the issue all the way through resolution and final communications.</p></li><li><p>Determines best method to resolve issues to ensure client satisfaction and adherence to company policies.</p></li><li><p>Follows up, either verbally or in writing, to ensure client satisfaction.</p></li><li><p>Responds to incoming inquiries related to qualifications, instructions or paperwork requirements for various programs.</p></li><li><p>Addresses inquiries pertaining to operational policies and procedures and relay policies that govern the procedures handled at the retail level.</p></li><li><p>Communicates and coordinates with Home Office departments to resolve issues related to client accounts.</p></li><li><p>Reviews, maintains and documents weekly reports and the status of assigned tasks.</p></li><li><p>Executes trades based on verbal instructions.</p></li><li><p>Performs other duties and responsibilities as assigned.</p></li></ul><h3>Knowledge of</h3><ul><li><p>Basic office practices, procedures and methods.</p></li><li><p>Account types and industry operations in general.</p></li><li><h3>Back office systems.</h3></li></ul><h3>Skill in</h3><ul><li><p>Organizational and time management skills sufficient to prioritize workload, handle multiple tasks, and meet deadlines.</p></li><li><p>Operating standard office equipment and using required software applications to produce correspondence, presentations, electronic communication and spreadsheets.</p></li><li><p>Detail orientation to ensure quality standards are met without impairing workflow.</p></li><li><p>Follow-up to ensure resolution and completion of tasks.</p></li></ul><h3>Ability to</h3><ul><li><p>Provide a high level of customer service in a calm, courteous and professional manner.</p></li><li><p>Establish and maintain effective working relationships at all levels of the organization.</p></li><li><p>Organize, manage and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment.</p></li><li><p>Use effective oral and written communication skills sufficient enough to communicate and interact effectively with Home Office associates and their direct family members.</p></li><li><p>Constructively work under stress and pressure when faced with high workloads an