Operations Representative

Hines•Houston, TX

About The Position

As a Operations Representative with Hines, you will be responsible for providing exceptional customer service, handling inquiries, resolving issues, and ensuring customer satisfaction. Analyzes and resolves customer concerns using established procedures. Supports the sales efforts and overall promotion of Hines Private Wealth. Responsibilities include but are not limited to:

Requirements

Bachelor’s Degree or High School Diploma or equivalent and one (1) year service experience with processes similar to Company’s operations.
Ability to obtain Series 7 and 63 licenses after 12 months of employment in good standing.
Excellent verbal and written communication skills.
Skilled in using Microsoft Word, Excel, and Outlook efficiently.
Empathy and patience when dealing with customers both internally and externally.
Ability to manage multiple tasks.
Ability to perform in a fast-paced, team driven environment.
Strong organizational skills, accuracy and attention to detail are essential.
Ability to meet highest attendance and punctuality requirements.
Minimal travel may be necessary.
Indoors - 100%

Responsibilities

Assist with daily trade acceptance, manage other related workflows, investigate and resolve shareholder and financial professional inquiries effectively.
Define and analyze account problems by identifying issues to provide accurate information and answers. Recognize priority situations and understand when and how to elevate these situations to management. Monitor these items daily to ensure accurate and timely completion. Communicate resolution once issue has been resolved.
Maintain a strong understanding of our products, policies and services to provide accurate information and assistance.
Collaborate with sales team and call center to address shareholder and financial professional needs and improve overall service.
Work closely with selected broker dealer back offices and custodial relationships by being the point of contact for operational inquiries, procedural information, issue resolution and other duties as required.
Interact daily with Transfer Agent to ensure effective, efficient and accurate processing.
Data reconciliation & quality assurance to include sales and redemption reporting.
Salesforce data integration which includes uploading and maintaining monthly transaction data within Salesforce to support dashboard visibility.
Proficiently understand and interpret a wide range of manuals and legal documentation.
Gather and report shareholder and financial professional feedback to help identify trends, pain points, and areas for improvement.
Keeps current on procedural changes, information updates and market updates. Organizes the information to effectively and efficiently communicate.
Generate outgoing correspondence and communications as required.
Perform related duties as required.