GTC Investor Services Specialist

GENERAL DESCRIPTION OF POSITION

The GTC Investor Services Specialist is responsible for answering a large volume of incoming calls and handles account maintenance requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Answers a large volume of incoming calls. This duty is performed daily.

2. Maintains account information and process updates on operating system. This duty is performed daily.

3. Researches client inquiries and provide solutions as required in a timely manner. This duty is performed daily.

4. Troubleshoots and resolves basic technical problems over the phone in a single customer interaction to maximize the customer experience, with demonstrated ability to articulate relevant information and directions in an organized and concise manner. This duty is performed daily.

5. Processes fee payments by credit card. This duty is performed daily.

6. Maintains awareness of all operational functions to provide proper support at all times. This duty is performed daily.

7. Completes required BSA/AML training and other compliance training as assigned. This duty is performed quarterly.

8. The ability to work in a constant state of alertness and in a safe manner. This duty is performed daily.

9. Perform any other related duties as required or assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE

High school or GED, plus specialized schooling and/or on the job education in a specific skill area; data processing, clerical/administrative, equipment operation, etc, plus 7 to 11 months related experience and/or training, or equivalent combination of education and experience.

COMMUNICATION SKILLS

Ability to read and understand simple instructions, short correspondence, notes, letters and memos; ability to write simple correspondence. ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence. ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to prepare and interpret bar graphs.

CRITICAL THINKING SKILLS

Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

Not indicated.

PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS

Not indicated.

SOFTWARE SKILLS REQUIRED

Basic: 10-Key, Accounting, Alphanumeric Data Entry, Programming Languages, Spreadsheet

WORKING CONDITIONS

Periodically exposed to such elements as noise, intermittent standing, walking, pushing, carrying, or lifting; but none are present to the extent of being disagreeable.

ENVIRONMENTAL CONDITIONS

The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

PHYSICAL ACTIVITIES

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

High diversity, low physical. Work activities which allow for considerable amount of diversity as an incumbent performs a variety of tasks. Such tasks might be performed from a given work area, or the individual may move about physically in performing a variety of duties.

While performing the functions of this job, the employee is regularly required to sit, talk or hear; frequently required to use hands to finger, handle, or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

ADDITIONAL INFORMATION

- Must be proficient in Microsoft Office applications, Word processing, Spreadsheets, Internet, email and Database software
- Must have strong organizational, interpersonal communication and customer relations skills
- Must be able to perform in a fast paced environment, handle multiple tasks and function as an integral part of a team
- Must be able to interact professionally with all employees and external customers
- Must have the ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures or government regulations
- Must have the ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public
- Must have the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists