Associate Service Manager, Stock Plan Administration
Category: Corporate Services
Location: Sandy, UT
Job ID: 15644
Posted Date: November 11, 2020
Location: Sandy, UT
Job ID: 15644
Posted Date: November 11, 2020
Associate Service Manager, Stock Plan Administration job at E*TRADE – 15644
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More than 30 years ago, E*TRADE pioneered the online brokerage industry by executing the first-ever electronic individual investor trade. While the landscape of our industry has changed dramatically, our culture of innovation and drive to make online trading accessible to everyone continues to drive us forward. We believe in challenging the status quo, fostering an environment of curiosity and learning, and, above all, putting our customers first.
RESPONSIBILITIES
SUMMARY
The Associate Service Manager is an operational role, providing stock plan administration services for clients of E*TRADE Corporate Services. An Associate Service Manager provides direct operational support to Service Managers partnering with corporate clients within distinct segments (Large, Mid, & Emerging/Private). The responsibilities of an Associate Service Manager involve assisting corporations who either choose to outsource to E*TRADE Corporate Services for critical functions of equity compensation or those who elect to maintain administrative responsibilities within their corporation.
RESPONSIBILITIES
- Own assigned application issues to ensure that client needs are met in a way that improves customer satisfaction and increases profitability
- Answer client calls or cases and drive client satisfaction by consistently meeting SLAs
- Monitor Salesforce.com queues for new case assignments; Utilize Salesforce.com application including creation and completion of cases, creation of a solution, and updating of client records
- Must have strong problem-solving and follow-through skills and be able to work independently, lead teams and interact with various levels of management
- Troubleshoot and answer Equity Edge and Equity Edge Online application questions using probing and interview style questions
- Responsible for acquiring knowledge of Equity Edge/Equity Edge Online software products as well as the legal, accounting and human resources context in which they are used
- Research and document solutions for client issues
- Participate, as needed, in product testing and validation using in-depth product knowledge to identify and document bugs as well as suggest enhancements.
- Analyze and solve technical issues
- Assist clients with technical software issues related to the installation, upgrade, backup or maintenance of Equity Edge/Equity Edge Online
- Use advanced problem solving skills to identify and resolve errors or problems
- Provide technical support as needed on the operation or maintenance of personal computers, and network environments
- Provide database support for issues related to Oracle
- Support Service Managers in operational functions
- Perform daily client procedures including but not limited to processing daily trades, assessing import errors and related fixes, and administering trade and pre-trade clearances
- Perform monthly functions including but not limited to Equity Audits and monthly balancing
- Perform/Assist Service Managers in the processing of Restricted Stock Releases or Stock purchases as necessary
- Manage changes to Employee Stock Purchase Plan Enrollment, Online Grant Agreements, and Equity Plan reporting
- Other duties as assigned
REQUIREMENTS
Basic
- 1-5 years of operations, business-to-business, or call center experience with primary responsibility for answering and resolving customer inquiries
- Bachelor’s degree in business, finance, accounting, or related field or equivalent experience required
- Passed department CEE exam (within 3 months of hiring)
- Passed Certified Equity Professional Level 1 exam (12 months of hiring)
Preferred
- Excellent verbal and written English communication skills
- Ability to work productively and efficiently to meet deadlines
- Strong attention to detail
- Strong problem solving and analytical skills
- Knowledge of financial services
- Knowledge of equity compensation or Certified Equity Professional
- Familiarity with Equity Edge/Equity Edge Online or Salesforce.com
E*TRADE, a member of the Morgan Stanley family of companies offers a full spectrum of benefits, including Medical, Prescription Drug, Dental, Vision, Flexible Spending Account or Health Savings Account, Life Insurance, Disability and other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave and Vacation), Holidays, 401(k) and financial wellness plans in addition to other special perks reserved for our employees. Please visit Employment benefits at E*TRADE Financial — explore jobs (etradecareers.com) learn more about our benefit offerings.
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E*TRADE Financial Corporation 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.
Safe Harbor Statement
The materials contained on this website include information as of the date noted thereon and may contain certain projections or other forward-looking statements regarding future events or the future performance of the company. Various factors, including risks and uncertainties referred to in the 10Ks, 10Qs and other reports E*TRADE Financial Corporation periodically files with the SEC, could cause our actual results to differ materially from those indicated by our projections or other forward-looking statements and we caution that we do not undertake to update these projections or forward-looking statements. The materials may also contain disclosure of non-GAAP financial measures. A reconciliation of these financial measures to the most directly comparable GAAP financial measure can be found in the related presentation or elsewhere on this website.
Securities products and services offered by E*TRADE Securities LLC, Member FINRA/SIPC. Investment advisory services are offered through E*TRADE Capital Management, LLC, a Registered Investment Adviser. Banking products and services are offered by E*TRADE Bank, a Federal savings bank, Member FDIC, or its subsidiaries. E*TRADE Securities LLC, E*TRADE Capital Management, LLC and E*TRADE Bank are separate but affiliated companies.
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