This position is the primary internal contact for JFG Wealth advisors and other front office associates (collectively "Wealth Users") for any support needed in working with our primary custodian (BNYM Pershing) and the Wealth application suite of technologies including NetX360, Proposal Tool, Client Onboarding, Tamarac Reporting and CRM ("Wealth Technologies"). The position will involve consulting, training, and assisting Wealth Users in their use of the Wealth Technologies and related processes and policies to support their day-to-day business and client needs.

KEY RESPONSIBILITIES

Position Specific Responsibilities

• Provides an exceptional support experience to all Wealth Users and Wealth clients. Develops strong relationships with our Wealth Users, BNYM Pershing's Client Service Team and JFG operational areas to provide timely and accurate responses to Wealth User questions, issues and problems.
• Develops and maintains a strong knowledge of investment products and client account registration types in order to provide support for each inquiry or request for support.
• Acts as a consultant to Wealth Users by gaining a thorough understanding of a Wealth User's need/problem, answering questions, analyzing the issues, and formulating a solution to the need or problem, and if necessary, escalating the issue internally or with Pershing as appropriate. Also provides Wealth Users with best practices for efficient and effective methods of utilizing the platform tools and following operational processes as required.
• Facilitate or expedite high value transactions or client issues requiring special handling internally or with BNYM Pershing's Service Team to create a superior client service experience for our advisors and end clients.
• Consults with topical subject matter experts (SMEs) to resolve or escalate issues or problems.
• Documents, updates, and communicates status on issues per issue tracking procedures. Manages open assigned issues to conclusion.
• Becomes a subject matter expert in the use of the Wealth application suite of technologies (NetX360, Proposal Tool, Client Onboarding, Tamarac Reporting, CRM), JFG Wealth products and policies and stays current on all functional system updates. Stays abreast of industry trends and changes in JFG processes and procedures. Participates in advisory/professional groups, forums, and conferences.
• Participates in corporate projects or initiatives to ensure understanding and to provide insight on the client impact so appropriate procedures are implemented to support the change.

Job Requirements

• Strong customer focus and desire to deliver exceptional customer service.
• Two to four years prior front-line, customer facing experience a must.
• Minimum two - three years wealth industry experience required.
• Utilizes different approaches to provide long term solutions; can see opportunities where others cannot.
• Solid technical skills. Strong knowledge of wealth industry processes and tools. Experience with Pershing NetX360 is preferred
• Ability to work independently and as a team, multi-task in a fast-paced environment, good organizational skills, make quality decisions, and meet deadlines while delivering a positive customer experience.
• Strong verbal and written communication skills and the ability to interact professionally with a diverse group of Wealth Users, vendor personnel, executives, managers, and subject matter experts.
• Solid PC skills including Microsoft Office Suite.
• Ability to adapt quickly to situations and change with exceptional problem-solving and decision-making skills.
• Knowledge of device operating systems and browser support preferred.