Team Lead I

4 weeks ago

Westlake, United States Equity Trust Full time
This position is based out of our Westlake, OH office but is eligible for a hybrid remote schedule.

JOB SUMMARY:
The Team Lead I, Account Services, and Transfers supports the Supervisor with day-to-day planning, implementation, and problem-solving to ensure their team achieves their daily goals in production and service. As a subject matter expert, the Team Lead I serves as a resource and provides guidance by sharing their knowledge and skills with team members. Assists and performs processes facing capacity constraints. Supports and implements operational change initiatives that increase overall customer satisfaction.

ESSENTIAL FUNCTIONS:
  • Provides guidance and support to team members, resolving issues and handling escalated client-related concerns. This includes taking escalated phone calls from clients.
  • Collaborates with the team to create comprehensive process documents for new hires, extracting necessary information from employees.
  • Works alongside the supervisor to help create content for training purposes, educating new hires about the department’s functions and responsibilities.
  • Assumes responsibility for allocating departmental resources in the Supervisor’s absence.
  • Maintains a positive attitude and professional demeanor, effectively representing the team in leadership meetings.
  • Monitors team email inbox and physical mail, and distributes work accordingly.
  • Provides insight and feedback to the supervisor regarding daily activity.
  • Relays and enforces goals set by the supervisor.
  • Enforces and manages multiple rotating calendars to ensure proper coverage for call queues, email handling, and mail distribution.

OTHER FUNCTIONS:
  • Assists in the onboarding process for new team members, providing initial training support.
  • Participates in special projects or initiatives as assigned by the supervisor, contributing to overall department goals.
  • Provides constructive feedback to team members to support their professional development.

QUALIFICATIONS:
Education and Experience:
  • High School Diploma or equivalent 
  • Minimum 3 years of experience in the retirement and/or financial industries preferred
  • Minimum 2 years of previous leadership experience preferred 

PROFESSIONAL CERTIFICATIONS: None required

TECHNICAL SKILLS:
  • Intermediate level proficiency in Microsoft Office
  • Intermediate 10 key skills preferred
  • Able to type at least 45+ WPM preferred

BEHAVIORAL COMPETENCIES:
In addition to the Core Company competencies of Customer Focus, Collaboration & Teamwork, Integrity & Trust, and Self-Development.
  • Time management
  • Written and verbal communication
  • Accuracy
  • Attention to detail
  • Approachability 

PHYSICAL DEMANDS/WORK ENVIRONMENT:
This job operates in a professional office environment. This role routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, stand, walk, use hands and fingers, and reach with hands and arms. It requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.
DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT:
The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Equity Trust Company is an equal opportunity at-will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin.

About Equity Trust:

Equity Trust empowers individual investors and financial professionals by removing the barriers to investment freedom. As an IRS approved custodian, we fulfill the custodial and administrative duties required for each type of investment account our clients hold.With an Equity Trust account, clients have the opportunity to invest in alternative assets such as real estate, precious metals, private equity, and more. Additionally, clients can invest in traditional assets such as stocks and mutual funds – all through a single custodian.As an industry-leading custodian of alternative assets in tax-advantaged accounts, our 45-year* track record of excellence is unmatched in the industry. Equity Trust streamlines the investment experience by offering optimized solutions, processes, and service.As a directed custodian, Equity Trust does not provide tax, legal or investment advice, nor do we offer or sponsor any proprietary investment products.

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