Investments - Team Lead II

When you work at Equity Trust, there is never a dull moment! You get to be a part of a dynamic, innovative, and collaborative team dedicated to providing a superior client experience and driven by performance. Our culture of learning and growth encourages our teams to challenge the status quo and break through ceilings to establish new standards for our industry. For all our associates, the journey is both challenging and rewarding, and we embrace the flexibility to allow you to pave your own path. Come join our mission and learn what it truly means to self-direct your future!

*This position is based out of our Westlake, OH office but eligiblefor a hybrid remote schedule.

JOB OVERVIEW

The Team Lead II, Investments directs the day-to-day functions within the call center and the workflow system. Serves as a subject matter expert and provides guidance to all team members.

RESPONSIBILITIES & DUTIES

• Team lead is the first point of contact and escalation for various investment teams including; Public Investments, Private Equity, Gold Level Service, Institutional Investments, and Logging.
• Provides team direction and makes decisions regarding day to day inquiries, call volume levels or processes
• Creates and disseminates weekly phone call schedules to increase and maintain call volumes to ensure superior client experience
• Monitors team workflows, processing and executing work item in response to SLA time frames and team absences
• Responding and contacting escalated clients with an expected outcome to resolve and de-escalated client grievances
• Assists, answers and supports all Investment Team members with questions regarding processing of investments
• Communicates and collaborates with Relationship Managers and other departments to facilitate timely processing and promote process improvement
• Coordinates and monitors signing of documents and communicating status
• Monitors production statistics, quality audits, and NPS performance and escalates to management if numbers are not in accordance with company policies
• Assist and train new members of the investment teams
• Gather data and produce reports on an ad hoc basis
• Perform other duties as assigned

QUALIFICATIONS

• High School Diploma or GED required
• Bachelor’s Degree Preferred
• 1+ years of experience in retirement industry preferred
• 1+ years of experience in financial industry preferred
• Minimum 5 years of experience in a fast paced, customer driven environment

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLS

To be successful in this role, you should have experience with and an understanding of the following:

CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

• Communicates Effectively
• Customer Focus
• Balances Stakeholders

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Equity Trust Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.