High Value Service Associate (Personal Services Group (PSG)) – Class Begins January 28, 2019

T. Rowe Price - Colorado Springs, CO3.9

Full-timeEstimated: $39,000 - $52,000 a year
EducationSkills
Our mission as a leading investment management firm is to help our clients achieve their long-term financial goals. We believe our associates are the key to this mission and we are always looking for talented individuals who share our commitment to our client’s success.

If you’re looking for challenging work experiences and the ability to learn in a collaborative culture, we invite you to explore the opportunities available at T. Rowe Price.
PRIMARY PURPOSE OF THE POSITION

The High Value Service Associate builds, maintains and enhances client relationships by providing service excellence for high net worth clients with assets greater than $250,000. The HV Service Associate will handle all transactions and service requests for IRA’s, Individual Taxable Accounts, Joint Accounts, Trust Accounts, Corporate Accounts and Power of Attorney. The HV Service Associate is responsible for researching client issues, utilizing available resources and looking for solutions while recognizing and acting on opportunities to enhance the retention of shareholder assets. The HV Service Associate is expected to work with a certain level of autonomy and demonstrate sound judgement while working to resolve client requests. Additional responsibilities will include serving as a resource and liaison for products and services such as the Program for Charitable Giving. The HV Service Associate is required to collaborate with various groups such as Client Development and Relationship Managers to provide the highest level of service and fully meet client needs. The HV Service Associate is required to collaborate with other groups such as RAM to ensure client requests are processed accurately and completely. Due to the complexity of the service requests, they are required to handle and the high dollar amounts involved in these transactions, HV Service Associates will mitigate risk by ensuring the accuracy of the information provided and transactions processed.

PRINCIPAL RESPONSIBILITIES

Service Excellence for High Value Clients: The HV Service Associate ensures that High Net Worth clients receive individualized service to meet their needs in order to retain the customer’s assets. The HV Service Associate does this through providing service excellence when fielding inbound phone inquiries from clients. The HV Service Associate handles all service for high net worth clients by assessing clients stated and unstated needs to determine appropriate next steps.

Communication and Retention: The HV Service Associate provides a high level of care to clients. The HV Service Associate will be held accountable to client satisfaction measured through survey scores and quality reviews.

Knowledge: The HV Service Associate maintains specialized knowledge and provides a high level of service for specialized products/services such as Program for Charitable Giving or PAM

Collaboration: The HV Service Associate must collaborate with other departments to ensure the highest level of service. The HV Service Associate also serves as a resource for various areas within the organization such as Marketing or Special Correspondence Group. At times, the HV Service Associate may be asked to assist with outbound call campaigns or to serve as a subject matter expert for HV service.

Personal Development and Professional Knowledge: The HV Service Associate demonstrates developmental growth by engaging in coaching sessions with Supervisors and other coaches and promptly and effectively implements feedback received. The HV Service Associate will keep abreast of regulatory and process changes affecting the department.

QUALIFICATIONS

Required

High school diploma/equivalent and 2 years related work experience, or Associate degree and 1 year related work experience, or College degree
FINRA Series 7
FINRA Series 63
In depth knowledge of T. Rowe Price products and services; understanding of individual investor account fundamentals
Demonstrated ability to effectively communicate professionally both verbally and in writing with diverse internal and external parties
Ability to balance empathy and human connection with highly regulated rules and procedures
Experience effectively handling sensitive and complex customer questions and addressing customer issues
Demonstrated ability to solve complex problems
Ability to manage multiple responsibilities simultaneously and complete tasks as assigned
Ability to work effectively within a team environment
Flexibility to work overtime and varied shifts as requested
Strong attention to detail and accuracy
Strong understanding of Retail Operations procedures
Creative research and independent problem solving skills
Ability to de-escalate complex and sensitive/personal situations
Ability to break down and explain complex issues in easy to understand language and examples during potentially emotionally driven situations
Strong written and verbal communication skills
Ability to show empathy with individual investors and connect to them on a personal level
Ability to maintain a positive attitude in the face of adverse workplace investor situations
Ability to maintain resilience and "stay with" the customer despite challenges
Preferred

Ability to identify an individual investor’s behavior patterns and determine investor needs based on unspoken words
Working knowledge of the II areas (RAM, CCG, Legal and Retail Tax)
6 months experience in Individual Investors Services
College degree
T. Rowe Price is an Equal Opportunity Employer