The role will serve as a subject matter expert with deep technical expertise in mutual fund financial controls, compliance requirements, processes and procedures and ensure we are meeting all necessary obligations internally and to our clients. The Senior Mutual Fund Service Professional will partner with mutual fund team members and external business partners to help develop, standardize, implement, and maintain mutual fund processes, procedures, and programs while ensuring we have a flexible and efficient framework. This position requires a high level of adaptability in order to provide support through multiple systems and outlets, supporting our contact center, across various internal departments and external partners. This role will provide training along with frequent coaching and feedback to team members, enhancing skills and competencies necessary for success on the mutual fund team and contact center.
Job Duties and Responsibilities
- Performs the day-to-day control monitoring reports and research requests.
- Conducts testing and control monitoring, follows up with feedback on test proceedings to asset management, corporate compliance, and the mutual fund team, ensuring targets for control and regulatory objectives are met.
- Assists with complex, escalated and exception cases for field and clients with minimal direction.
- Demonstrates excellence in problem solving and customer service skills by providing detailed, accurate and timely communications to the field and clients.
- Provides high-level technical product and systems expertise and consult to mutual fund teams using a variety of communication channels.
- Monitors and coaches team members for quality and call escalations using key competencies, processes, and procedures to strengthen their confidence, knowledge, and metrics.
- Provides suggestions for improvement, and work/case consultation to identify performance gaps and apply various training methods.
- Works with leadership to foster a culture that embraces change, seeks continuous improvement, is customer focused and encourages accountability.
This Senior Fund Service Professional will encounter situations with field professionals, clients and employees that require diplomacy and strong communication skills. They must have a comprehensive understanding of Thrivent’s policies and procedures, training/supervisory techniques, and industry rules and regulations, in order to answer any questions that they may receive from field professionals and other internal/external business partners and colleagues. This position will have frequent interaction and influence with the following: Field Support Navigators, Financial Advisors, Asset Management, Corporate Compliance, Mutual Fund managers, other team leaders and strategic partners in the development, implementation and improvement of business processes and programs, standard operating procedures, documentation and other support materials required for unit operation; and supports projects and special initiatives which support corporate growth and continuous improvement of operation. Provide compliance/regulatory consults, testing and monitoring functions on complex compliance matters to our compliance teams.
QUALIFICATIONS & SKILLS:
Required:
- High school diploma or equivalent required.
- 2 to 3 years with direct customer service interaction or mutual fund experience, providing support and problem resolution with proven customer service skills
- 2 to 3 years of expertise and sound experience within the financial industry as well as thorough knowledge of pertinent financial laws and regulations.
- Ability to adapt quickly to changes and demonstrate a solution focus.
- Strategic problem solver with an ability to think critically, analyze and interpret data to assist team members. Agility to make quick, accurate, creative, and appropriate decisions to optimize processes and procedures.
- Strong proficiency in navigating multiple systems and financial products as well as with MS Office Suite including Word, Outlook, and Excel.
Preferred:
- Post-Secondary education or college degree.
- Solid understanding of Continuous Improvement fundamentals.
Pay Transparency
Thrivent’s long-term growth depends on attracting, rewarding, and retaining people who are committed to helping others thrive with purpose. We accomplish this by offering a wide variety of market competitive compensation programs to attract, reward, and retain top talent. The applicable salary or hourly wage range for this full-time role is $20.79 - $28.12 per hour, which factors in various geographic regions. The base pay actually offered will be determined by a variety of factors including, but not limited to, location, relevant experience, skills, and knowledge, business needs, market demand, and other factors Thrivent deems important.
Thrivent is unique in our commitment to helping people to be wise with money and live balanced and generous lives. That extends to our benefits.
The following benefits may be offered: various bonuses (including, for example, annual or long-term incentives); medical, dental, and vision insurance; health savings account; flexible spending account; 401k; pension; life and accidental death and dismemberment insurance; disability insurance; supplemental protection insurance; 20 days of Paid Time Off each year; Sick and Safe Time; 10 paid company holidays; Volunteer Time Off; paid parental leave; EAP; well-being benefits, and other employee benefits. Eligibility for receipt of these benefits is subject to the applicable plan/policy documents. Thrivent’s plans/policies are subject to change at any time at Thrivent’s discretion.
Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to all employees and job applicants.
Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation, please let us know by sending an email to human.resources@thrivent.com or call 800-847-4836 and request Human Resources.
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