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Investments Registered Support Representative

Apply Req ID: 2101804 Date posted 04/21/2021

This Registered Support Representative role is a client call center position dedicated to the servicing needs of an existing client base with the unsolicited and solicited management of their investment and insurance products. Client retention and successful client service management is critical to the organization's success. This position provides support, service, and responds to operational questions, system questions and product questions.

RESPONSIBILITY STATEMENTS

  • Proactive daily client management of operational items for attention, action on inbound client unsolicited requests, referral management to Financial Advisors regarding potential sales opportunities
  • Performance will be measured on AUM retention, compliance with call center performance metric standards, satisfactory client service results, and referral opportunity management
  • Expected to recognize and support bank relationship partnership, keep current with industry changes, product changes as well as any internal operational procedural changes
  • Proactive service management of assigned client book of business
  • Identify referral opportunities that could be serviced by Financial Advisor
  • Execute on inbound client sales and trading inquiries
  • Operating model supports unsolicited business only
  • Manage and resolve client service issues
  • Escalate when necessary any complex situations, defining and setting expectations to all involved parties the necessary steps for resolution
  • Actively participate in all training, keeping expert knowledge in all changes to operational and compliance policy, procedure, and system enhancements in order to deliver exceptional service

EDUCATION

  • Associate degree; in Finance, Business Administration, Insurance, Economics, Communications or Equivalent field, or equivalent work experience

WORK EXPERIENCE

  •  3-5 years; Investment industry experience preferably in a customer or field support role

LICENSE/CERTIFICATION

  • FINRA series 7 and 66 (65 & 63) required
  • State insurance licenses preferred
  • ChFC, CLU, other industry designations desirable

SKILLS AND ABILITIES

  • Ability to work independently and set appropriate priorities to meet deadlines, as well as collaborate and work within a team environment
  • Attention to detail
  • Exceptional customer service skills and ability to build client relationships
  • Excellent communication skills, including strong presentation skills and writing ability
  • Experience coaching and influencing others to achieve goals
  • Maintains appropriate sales licensing
  • P.C. software applications (e.g. Excel, Word, Access, Callidus, PeopleSoft, etc.), Preparation and presentation of materials
  • Self-motivator and creative thinker
  • Strong analytical and evaluative skills with ability to measure program performance and make recommendations for improvement
  • Strong knowledge of sales support and effective book of business service management skills
  • Ability to converse in Spanish a plus

PHYSICAL DEMANDS

  • Minimal physical effort such as sitting, standing, and walking

COMPETENCIES

  • Creates a good working environment in the team; works towards shared goals contributing ideas and accepting change
  • Provides assistance and coaches less experienced team members
  • Organizes and prioritizes workload and tasks for oneself and team members
  • Actively plans ahead for routine and cyclical work
  • Probes in-depth to understand the customer’s business needs Explores and understands the customer's alternatives and decision criteria
  • Uses information and data effectively to support a position and present a rational case

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams.  We actively encourage everyone to apply.


Primary Location: Dorchester, Massachusetts, United States


Other Locations: Massachusetts-Dorchester


Organization: Santander Bank, N.A.

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