CSP Resolution Representative

UBT is seeking intelligent, service-oriented problem-solvers to be part of the resolution team. The UBT College Savings Group manages seven nationally ranked 529 College Savings Plans, with an emphasis on providing stellar phone-based customer service to investors and financial advisors. The position provides an excellent opportunity to grow in knowledge of investments, taxes, 529 plans, and some financial planning.

Essential Functions:

• Provide outreach to investors and financial advisors on incomplete account paperwork and other requests from investors and advisors to resolve questions.
• Utilize 529 and plan knowledge to assist customers and financial professionals. Assist with every facet of 529 College Savings account information, verification, proper tax coding, account processes, account creation and changes, rollovers, and mailings.
• Follow College Savings Group resolution processes and communicate clearly with customers and advisors regarding status of questions or items not in good order.
• Responsible for gaining an in-depth knowledge of the plans and investments UBT offers as well as an understanding of mutual funds, investing, and taxes, as they relate to 529 plans.
• Assist inbound callers with their inquiries during high volume times throughout the day/week.
• Navigate callers through their online access and assist in troubleshooting website difficulties.
• Process transactions from callers accurately and in a timely manner, including contributions, withdrawals, and investment changes, while following Federal and State laws pertaining to 529 Plans, including tax benefits and penalties.
• Assist with project-related work on items such as returned mail, account re-registrations, and uncashed checks, etc.
• Understand, identify, and evaluate potential risks to client accounts and take necessary steps to ensure the account is protected against fraud, theft, and security breaches.
• Prioritize and manage daily tasks, workflows, and projects to ensure regular progress and timely completion, and regularly report progress and status to leadership.
• Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training: follow internal processes and controls as required.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
• Regular and reliable attendance is an essential function of this position.
• Perform other job-related duties or special projects as assigned.

Qualifications:

• Minimum of 2 years Call Center or Customer Service experience required. Outbound dialing experience preferred.

• High School Diploma or GED required; college coursework completed or currently in progress preferred.

• Proficient in Microsoft Word, Excel and in working with other financial software.

Preferred Talents:

• Accurate and detailed
• Problem solver, critical thinking
• Effective communicator both verbal and written- promotes Union Bank's customer service philosophy
• Positive and people focused
• Organized
• Self-directed and takes initiative
• Deadline driven

Working Environment:

Sedentary work, occasional lifting and/or carrying up to 20 pounds.

Indoor work not exposed to outdoor elements or hazards.

This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.

PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.