Prepare and archive professional correspondence.
Investigate account issues by analyzing investment and transactional activity and/or errors; complex compliance issues pertaining to IRS rules and regulations
Identify, analyze, resolve and report on specific client requests and issues.
Develop expertise to provide clients on-going support and assistance.
Manage low level escalations, including ability to draft free form professional responses to client escalations and inquiries.
Identify, recommend and potentially design and assist in the development and implementation of process improvements that enhance the client experience.
Accurately file reports on client issues for management review.
Analyze trends in client issues in order to facilitate service improvement.
Other duties as assigned.
About You
H.S. Diploma/GED required.
Bachelor's Degree preferred.
2+ years' experience in a customer success role involving highly detailed transactions required.
1-2 years' experience in a fast-paced call center environment preferred.
Working knowledge of trust accounting systems, IRAs, and Alternative Assets is preferred.
Certified IRA Services Professional (CISP) designation with the American Bankers Association (ABA) preferred.
Self-Directed IRA Professional (SDIP) designation from the Retirement Industry Trust Association (RITA) preferred.
Proficient in IRC 4975, prohibited transactions and all other ERISA guidelines.
Proficient in IRS publication 590 and regulatory requirements.
Excellent verbal and written communication skills.
Knowledge of operational procedures, practices and policies.
Demonstrates the ability to sell Bank products and services.
Able to mentor new associates through on the job training.
Requires the ability to multi-task and work with over 25 software applications.
Requires intermediate computer skills, including MS Office and banking software.
Skill in basic troubleshooting: mobile devices, browsers, and other technology as it relates to online banking.
Thorough understanding of products and services offered by bank. Advanced knowledge in specialty area.
Excellent customer service skills and ability to work effectively with the public.
The pay range for this role is $25.00 to $34.00.
The pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation, and those details will be provided during the recruitment process.
Primary Location: Ability to work fully onsite at posted location(s).
1045 W Katella Avenue Suite 100 Orange CA 92867
Our Benefits
We are proud to offer a competitive total rewards package including base wages and comprehensive benefits.
We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.
Our Commitment to Diversity
Columbia Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: careers@columbiabank.com.
To Staffing and Recruiting Agencies
Our posted job opportunities are only intended for individuals seeking employment at Columbia Bank. Columbia Bank does not accept unsolicited resumes or applications from agencies and Columbia Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Columbia Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.
