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Client Access Supervisor

Company: D.A. Davidson
Location: Great Falls
Posted on: June 9, 2021

Job Description:

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Job Description

D.A. Davidson Companies is an independent, employee-owned company with a rich history spanning more than 80 years. We are dedicated to conducting our business in accordance with the highest standards of integrity and ethics, and delivering outstanding service to our clients and each other. We support a friendly, open and supportive culture, and encourage candid communication and productive engagement that make our companies and each of us better. Just as we work to improve our clients' financial well-being, we also work to strengthen local communities-and giving back is one of our core values. You can learn more about our company culture and impact in our latest annual report.

Summary/Function:

Supervise the Client Access Support Team, and also function as a team member. The team assists clients in accessing their investment account(s) on line and support web-based products and services through email support, desktop support and telephone support in a professional, accurate and timely manner; assist branch offices with internal questions and client inquiries; act as the lead in coordinating Client Access Support coverage; work closely with the IT Web team in the testing and tracking of site enhancements maintain and update client and branch facing documentation, guides and FAQs and track issues and enhancement requests in ticketing software. Participate in projects related to maintaining and enhancing the client experience through Client Access and eDelivery.

Experience and Skills

Qualifications:

  • Bachelor's degree in business or other relevant field preferred
  • 5 years experience in a client service related position.
  • Excellent client service and interpersonal skills. Ability to work successfully with a variety of personalities and various management levels.
  • Good working knowledge of Microsoft Office Suite, multiple web browser platforms, Jira, Ivanti, TurboTax and Quicken.
  • Familiar with standard concepts, practices and procedures for client support.
  • A basic understanding of finance and securities industry concepts and terminology.
  • Excellent communication skills, both oral and written. Ability to communicate technical directions.
  • Highly self-motivated and self-directed.
  • Proven ability to train people on various applications
  • Experience working in a team-oriented, collaborative environment.
  • Organized and detail oriented.
  • Ability to maintain regular, predictable attendance.

Duties:

  • Support the Client Access site (CA) through email support, desktop support and telephone support in a professional, accurate and timely manner.
  • Interact with clients and trouble shoot problems to ensure a high level of client satisfaction.
  • Direct workflow and coverage of the other members of the Client Access service team.
  • Assist in overseeing the work queue in the online workflow tool (TRAX), for service requests pertaining to the Client Access site.
  • Provide support to branch offices for CA access (and various components such as Quicken downloads, tax reporting downloads) and eDelivery.
  • Work closely with the IT Web Group, and assist in the testing of CA fixes, enhancements and upgrades.
  • Routinely post messages on CA regarding known outages, marketing messages, or information regarding enhancements as necessary.
  • Provide training as needed and act as the primary resource in answering questions of new or temporary members of the Client Access Service team.
  • Track and update notes in the IT ticketing systems regarding known issues, enhancement requests and troubleshooting.
  • Lead the set-up of expanded support efforts, as necessary, during periods where additional coverage of the Client Access Service Desk may be necessary.
  • Collaborate with external vendors as needed to submit tickets, escalate technical issues, and follow through on resolution.
  • Perform any other duties and special projects as necessary.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Keywords: D.A. Davidson, Great Falls , Client Access Supervisor, Other , Great Falls, Montana

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