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Associate Service Manager

Category: Stock Plan Services
Location: Sandy, UT
Job ID: IRC127842
Posted Date: February 17, 2017

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.

SUMMARY

Client Services provides stock plan administration services for clients of E*TRADE Corporate Services. This department, which is divided into 4 distinct segments: Large, Mid, Emerging and Private assist corporations who either choose to outsource this critical function or 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, Commission Schedules and IVR recordings

● Other duties as assigned

REQUIREMENTS

MUST HAVE EXPERIENCE

● 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

DESIRED EXPERIENCE

● Preferably 1-5 years of call center experience with primary responsibility for answering and resolving customer inquiries

● Knowledge of financial services preferred

● Knowledge of equity compensation or Certified Equity Professional preferred

● Familiarity with Equity Edge/Equity Edge Online or Salesforce.com preferred

EDUCATION, CERTIFICATION, TRAINING

● Bachelor’s degree in business, finance or related field or equivalent experience required

● Passed department CEE exam (within 3 months of hiring)

ETRRSR


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.