**Training Class Start Date** : February 2, 2026 **Hybrid Work Environment:** This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In-office days will be 3 per week in our Southfield, MI Corporate Office (located in the Southfield Town Center). **Training Schedule/Shift Hours:** + Training period will be a minimum of 8 weeks of foundational training, plus potential for an additional 4-6 weeks of specialty training depending on business needs. + **Shift/Hours during training period:** Monday-Friday, 8:00am-5:00pm -- Training will be conducted in-person Monday-Thursday (4 days) during the training period, with Friday's training from home. + **Shift/Hours after training period:** Monday-Friday, 8:30am-5:00pm -- After training, the in-person requirements will be 3 days per week, and 2 days working from home. + _*Overtime hours offered upon manager's approval._ **Responsibilities:** + Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary. + Accurately and efficiently diagnoses questions and issues and crafts client focused solutions. + Provides education to branch personnel related to account opening and maintenance. + Follows daily schedule accurately to ensure the success of the department in meeting our Service Level Agreements. + Establishes new client accounts by utilizing industry registration requirements. + Processes documents accounts to meet industry policies and regulations, including Anti Money Laundering and Know Your Client. + Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility. + Enter data into standard branch systems, reviewing and verifying it for accuracy. This includes handling and documenting counter transactions. + Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct. + Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. **Skills:** + **Detail orientation and flexibility sufficient to handle high volume of phone calls requiring quick analytical and supportive responses.** + **Interpersonal and communication (written and verbal) skills sufficient to interact with associates at all levels of the organization as well as financial advisors and branch personnel.** + Organize and prioritize workload to meet deadlines. + Express ideas, request actions and formulate plans or policies. + Supports business processes by applying an effective use of standard office equipment and standard software packages. + Develop appropriate plans or perform necessary actions based on recommendations and requirements. + Make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. + Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. + Plan, organize, prioritize and oversee activities to efficiently meet business objectives. + Develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives. + Connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. + Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations. + Meet high customer service standards. + Understand and effectively operate all customer management systems. + Perform data analysis for use in reports to help guide decision making. + Select, deploy and get the best results from the most appropriate office system. **Educational/Previous Experience Requirements:** + High School Diploma/GED - Required + Bachelor’s Degree in Business, Finance, or related field _highly preferred_ . ~or~ + Any equivalent combination of experience, education, and/or training approved by Human Resources