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Sterling Trust Company
IRA Client Services Associate 1 / Full and Part time
Job Location: Waco, TX
Reports To (Position):
Manager - IRA Department
Position Summary:
Handle incoming telephone, fax, or e-mail inquiries. Facilitating the completion of transactions and initiating problem resolution measures as they relate to IRA accounts. Accurately and efficiently process investments, redemptions, exchanges, tender offers, fee payments, IRS reporting, distributions and other miscellaneous correspondence according to government regulations and company policies. The IRA Client Services Associate is expected to handle a wide variety of both general and complex situations and fulfill customer needs to ensure customer satisfaction. Fast paced environment where employees are measured on both ability and quality.
Essential Responsibilities (Principal Duties):
- Provide accurate information pertaining to IRA account questions, STC procedures, and IRS technical regulations.
- Handle general IRA marketing-related questions from potential clients and their representatives.
- Keep abreast of legislation and regulatory changes that affect IRAs.
- Complete follow through with all problem resolution matters.
- Adhere to daily processing and transaction deadlines.
- Process all incoming investment instructions including any related redemptions, exchanges, or other correspondence received via phone requests pertaining to investment.
- Accurately process requested distributions form the client's IRA with emphasis on the proper coding and tax reporting of the transaction.
- Assist Operations with response to all miscellaneous correspondence received including, but not limited to, tender offers, account research/corrections, loan pay-offs, bankruptcy claims, verifications of deposit, and client/rep complaints.
- Development and implementation of new and existing programs.
- Submission of request for Form 5498/1099 corrections.
- Attend training classes as needed to improve skills
- Provide ongoing thoughts and suggestions for service improvements, system enhancements, etc.
- May perform other related duties as required
Extraordinary Working Conditions (if applicable):
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Job Specifications:
Position Knowledge/Experience:
- High School Diploma or equivalent
- 0-3 years of experience in the field or in a related area
- 1-2 years of phone and Customer Service experience with a financial, securities and/or related background preferred
- Knowledge of PC functions, Outlook, E-mail, Microsoft Office (Word / Excel)
- Basic IRA Knowledge (Traditional, Roth, Sep, & Simple)
- Basic Knowledge of IRA Regulations
- Basic knowledge of IRA Distribution Regulations
- Basic knowledge of clerical duties for the IRA Department
- Basic knowledge of our operating systems
- Basic knowledge of information flow between IRA, Accounting, Account Services, and Documenting Imaging
- On the job training 18 months to 2 years
Skills and Abilities:
- Ability to process investment orders with accuracy and in a timely manner
- Maintain a strong sense of urgency
- Requires good listening skills
- Display positive attitude to both internal and external customers
- Provide accurate information regarding policies
- Must possess excellent interpersonal skills as well as written and verbal communication skills to communicate with both internal and external customers
- Aptitude for figures. Basic business applications: addition, subtraction, multiplication, division, averages, percentages. Knowledge of debits and credits.
- Must be able to investigate, analyze and resolve basic to complex problems as well as enforce, explain, and uphold decisions and/or procedures. Ability to assess workload and workflow; prioritize functions to meet deadlines. Critical independent thinking is necessary.
- Works under general supervision and/or within established procedures and practices. Functions independently to complete tasks. Accountable for maintaining acceptable call volume/queue activity at all times to keep hold time to a minimum.
- Extensive PC and phone usage.
Work Environment
Most basic job functions are performed in a standard office cubicle space.
Compensation/Benefits:
Salary commensurate with experience and qualifications.
How To Apply:
NOTE: No relocation, fees or sponsorships.
Human Resources
Sterling Trust Company
7901 Fishpond Rd.
Waco, TX 76710
Phone: 254-399-5200
Fax: 254-751-7734
Sterling Trust Company is an Equal Opportunity Employer. We encourage eligible and qualified applicants to apply regardless of race, color, religion, sex, national origin, age, disability, or veteran status.
Please submit resume to:
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