Client Service Associate Exchange Traded Funds Tacoma, WA
Russell Investments is an investment firm with global reach, providing investment products and services to individuals and institutions in 46 countries. A pioneer in multi-manager investing, and the creator of Russell Indexes, Russell manages more than US $179.4 billion in assets (as of Mar. 31, 2010). Founded in 1936, Russell is a subsidiary of Northwestern Mutual. Russell's clients include retirement plans, foundations, endowments and investment plans of all types. Investors have access to Russell's services through a network that includes many of the world's top banks, brokers, insurance companies and independent investment advisors. For more information, go to www.russell.com.
The purpose of this position is to be a critical point of contact for Russell ETF prospects and clients and ensure their servicing needs are enthusiastically, effectively, accurately and promptly met.
Client Service Associates are responsible and accountable for representing Russell Investments to institutional investors, financial advisors and individual investors by responding to requests, resolving ETF specific issues and promoting the sales of Russell ETF and non ETF products. This position will support prospects/clients both via the telephone as well as via electronic means such as e-mail and web-chat. Client Service Associates will often have to make decisions as to which Russell products might best suit client needs and inform sales personnel of problems and successes in a relationship. In many instances, the prospect/client may only deal directly with the Client Service Associate and not have significant contact with other Russell personnel. Secondarily, Client Service Associates must answer incoming calls from unassigned clients and answer their questions, resolve their issues and, where appropriate, direct them to a sales team member. This role provides the opportunity to work either 6:00-3:00 or 8:00-5:00.
The responsibilities of the individual in this position include:
* Resolve independently 85% of inbound support calls and e-mails by answering questions related to Russell's ETF offering and other investment products.
* Ensure coordination between the ETF customer service team and the ETF, PCS and Institutional sales teams.
* Utilize and update CRM as client information changes, and document client activities, including conversations, requests, problems, resolutions and opportunities.
* Participate in outbound sales activities. Working in conjunction with ETF sales teams, proactively build relationships with ETF clients and/or prospects.
The successful candidate will have extensive demonstrable skills and experiences including the following:
* Bachelor's degree required in Finance, Business, Marketing, Economics or Psychology.
* Series 7 and 63 licenses required.
* 2 years experience in customer service and/or sales experience - preferably in a financial setting.
* 2 years experience with financial industry knowledge.
* 2 years experience with prioritization/multi-tasking - ability to conduct several conversations via different means simultaneously.
* Preferred working knowledge of Russell Investments, its products and services.
* Strong communication skills - via the telephone, e-mail and via Web chat.
* Strong written skills -ability to provide thorough information in a concise manner.
* Ability to learn and adapt as the Russell ETF product offering evolves.
* Expert problem solving - ability to identify issues and work with appropriate parties to revolve them.
* Independent thinking/Decision making - ability to evaluate potential of client relationships and refer to appropriate sales teams as warranted.
We offer a competitive compensation and benefit package including: medical, vision and dental coverage, profit sharing retirement plan, sabbatical leave, and tuition assistance. Most importantly, Russell offers a work environment where respect for the individual and teamwork are part of our fundamental values. Russell supports workforce diversity and we are an Affirmative Action & Equal Opportunity Employer.
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