Operations Associate I

Operations Associate I

Basic Function: 

Use critical thinking and follow clear and concise processes to ensure that all paperwork/checks in and out of the organization are secure, accounted for, accurate, and in the correct location/queue so that we process items effectively and efficiently.

Duties/ Responsibilities: Processing involves, but is not limited to the following:      

• Review all client paperwork that has been scanned into Account Central or Zendesk from the mailroom throughout the entire day as follows:
•  Account Central: work items created by the mailroom for client paperwork submitted without a barcode cover sheet or stamped work item at the bottom of the application (responsibilities include: indexing to the proper client folder, indexing of client documents, separating of client applications to their own document line (if applicable), indexing to the correct Request Type)
• Zendesk: scanned client paperwork that comes in with a barcode cover sheet or stamped work item at the bottom of the application (responsibilities include: separating and saving the client PDF paperwork, finding the applicable work item in Account Central under Pending Advisor Review, upload the saved documents to their respective document within the work item and completing the work item to the back office for processing)

• Notify Support Services when paperwork is ready for them to QC
• Receive ALL original paperwork from the mailroom/Support Services team and lock in the vault for safe keeping until mailing. Original paperwork is the responsibility of Document Management.
• Acquire if necessary (not just requested) the proper signatures needed on various forms
• Work with the mailroom to create all UPS labels and prepare the envelopes
• QC the envelope label to ensure it has the proper address per all the notes listed on the forms and notify Support Services of any exception mailing instructions.
• Add the tracking numbers to the work item in Account Central
• Confirm everything that leaves the office has been scanned so we can confirm what went into an envelope
• Complete the work item from the mailout queue in Account Central

• Monitor outlook email inbox for items coming from transfer companies, TPA approvals, etc.
• If the paperwork needs to be added to Account Central - upload the item.
• Work with the mailroom on returned mail communications to the field and service teams.

Qualifications:

• Bachelor’s degree in a related field or the equivalent combination of education and/or experience is preferred.
• 2+ Years Customer Service experience preferred
• Strong verbal communication skills
• Computer proficient – Familiar with Microsoft Office Programs, Internet, etc.
• Financial Services background is a must, and some Investment/Brokerage Operations experience is preferred.
• Document management and experience in same day processing is a plus

Skills:

• Detail oriented
• Critical thinker
• Organizational and time management skills
• Flexibility
• Customer service orientation
• Deadline sensitive
• Quality control oriented
• Ability to maintain knowledge base of multiple products and services
• Ambition to pursue a career in the financial services industry

Physical and Other Requirements: May sit at work station for extended periods of time; may view computer screen for extended periods of time. Periods of fast pace are typical particularly when working to meet daily deadlines. May need to lift boxes up to 35lbs.

Lincoln Investment is an equal opportunity employer. Lincoln Investment prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Lincoln Investment conforms to the spirit as well as to the letter of all applicable laws and regulations.