Operations Client Service Senior Analyst

Job Number: 893

External Description:
THE COMPANY

E*TRADE is a leading financial services company and a pioneer in the online brokerage industry. Having executed the first-ever electronic trade by an individual investor more than 30 years ago, the company has long been at the forefront of the digital revolution, offering easy-to-use solutions for individual investors and stock participants. Founded on the principle of innovation and determined to level the playing field for individual investors, E*TRADE delivers digital platforms, tools, and professional assistance to help investors and traders meet their near-and long-term investing goals. The Company provides these services both online and through its network of customer service representatives and financial consultants - over the phone at two national branches and in-person at 30 E*TRADE branches.

This role resides in Operations to analyze and discover opportunities to improve the customer experience through Operations processes. Responsibilities will include enhancing the customer experience by creating open lines of communication with Customer Service and Sales, analyzing workflows and reports to determine root cause issues and provide robust, creative and results oriented suggestions or enhancements. Assist with resolving Customer Service and Sales questions, exceptions and escalations for Operations processes. This highly motivated individual will also work to develop and maintain additional informational resources within Operations.

* Assist with Operations specific questions and escalations from Customer Service, R&R and branch staff

* Provide customer focused resolution with 'outside the box' solutions

* Work independently to seek answers and resolution for each case with emphasis on prioritization

* Develop strong Operations knowledge including team functions and applicable contacts

* Consistently meet and exceed established quality and productivity goals

* Enhance reporting to add greater transparency and accountability for customer requests

* Seek opportunities through research and in depth analysis of customer feedback to continually enhance the customer experience

* Effectively communicate any business environment issues or concerns to management

* Provide Operations communication to Customer Service and Senior management when necessary

* Develop and maintain additional Operations resources

* Maintain knowledge of E*TRADE policies and procedures

* Perform other project duties as needed

REQUIREMENTS

Basic Qualifications:

Bachelor's Degree or equivalent work experience in an area relevant to this position

Must be a dynamic and self-starting individual, able to work as part of a team or independently

Superior client service proficiency including excellent communication skills (verbal, written and listening)

Strong PC skills including familiarity with MS Office, spreadsheets and database management.

Preferred Qualifications:

Capable of effectively operating in a team oriented and highly collaborative environment

Extraordinary interpersonal skills, a strong team orientation and resiliency

Financial services industry experience including banking and business management

Strong analytical and problem solving skills including ability to research, analyze and present findings

Passion for excellence and willingness to work to exceed client expectations.

Demonstrate the willingness to learn new procedures and seek out new opportunities for growth.

Demonstrated sense of urgency and commitment to provide the highest level of service possible.

Adapt to client preferences using the art of a conversation and active listening.

Strong organizational skills and prioritization techniques to adapt to changing priorities

Demonstrated ability to work independently, with high degree of quality and reliability.

Demonstrates self-confidence and the ability to maintain composure in difficult situations

Exceptional time management skills

BENEFITS

We offer a competitive and comprehensive benefits package. Please visit https://etradecareers.com/why-work-at-etrade/employee-benefits to learn more about the opportunities.

E*TRADE Financial is an Equal Opportunity Employer who encourages diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, disability, citizenship, marital status, sexual orientation, gender identity, military or protected veteran status, or any other characteristic protected by applicable law.

ETRRSR

Job Number: IRC128616

Community / Marketing Title: Operations Client Service Senior Analyst

Location_formattedLocationLong: Jersey City, New Jersey US