Senior Operations Cashiering and Advisory Specialist

📋 Description

• • As a Senior Operations Cashiering and Advisory Specialist at Penn Mutual Life Insurance Company, you will play a pivotal role in ensuring the seamless and efficient processing of critical financial operations for both Broker-Dealer (BD) and Registered Investment Advisor (RIA) entities.
• • Your primary responsibility will involve managing and processing all cashiering requests, alongside overseeing Envestnet and financial planning operations for Hornor, Townsend & Kent (HTK), a key affiliate.
• • You will be instrumental in supporting the day-to-day operations of the department, working closely with the Operations Manager to address a wide range of inquiries and expertly handle escalated issues.
• • A core aspect of your role will be to guarantee the delivery of prompt, accurate, and highly efficient service to our valued Financial Professionals and their respective Field Offices, fostering strong relationships and trust.
• • This position offers a flexible, hybrid work model, empowering you to choose the work environment where you perform best, promoting a healthy work-life balance and allowing you to bring your authentic self to work.
• • You will be responsible for the ongoing queue management of both Cashiering and Advisory Operations, ensuring that all incoming requests are handled in a timely and organized manner.
• • Provide continuous support related to advisory accounts, addressing inquiries and facilitating transactions with precision.
• • Proactively recommend and implement process improvements to enhance the overall customer experience, contributing to operational excellence.
• • Offer dedicated support to Field Office staff, Field Office support personnel, and our Financial Professionals, acting as a reliable point of contact for their operational needs.
• • Take the lead in managing processing queues for the advisory platform and all cashiering queues, demonstrating ownership and expertise.
• • Successfully complete all required regulatory and job-specific training, staying current with industry standards and company policies.
• • Handle a variety of communications, including simple to complex emails and phone calls, from clients and financial professionals, providing clear and concise information.
• • Embrace ownership of each interaction, delivering a high caliber of service and ensuring thorough follow-through, escalating complex issues to the appropriate channels when necessary.
• • Maintain proactive field contact through daily communication via phone, email, or in person, building rapport and understanding their needs.
• • Research, resolve, and communicate case-specific situations, coordinating problem resolution with internal teams and external stakeholders.
• • Adhere strictly to established Service Level Agreements (SLAs) and individual/team performance metrics, contributing to departmental goals.
• • Manage Envestnet Billing for quarterly fees, ensuring accuracy and timely processing.
• • Process financial planning fees, maintaining meticulous records and compliance.
• • Provide dedicated support via phone and email to HTK Financial Professionals and Field Management, ensuring efficient and accurate resolution of their operational needs.
• • Contribute to project-level support as needed, assisting with the implementation of new initiatives and system enhancements.
• • Leverage detailed knowledge of NetX and Envestnet platforms to troubleshoot issues and optimize workflows.
• • Comply with all company and site policies and procedures, upholding the highest standards of conduct.
• • Remain current in profession and industry trends, continuously seeking opportunities for professional development.
• • Perform other duties as assigned, demonstrating flexibility and a willingness to support the team's objectives.
• • Demonstrate a commitment to AI fluency by actively embracing and utilizing AI tools and technologies to enhance individual and team performance, improve decision-making, and foster innovation within the operations function.