Client Administration Representative(Job Number: 23016)

Main Location
Atlanta, GA, United States
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Under general supervision responsible for analyzing and processing mutual fund shareholders’ written requests. Clients supported include internal customers, financial intermediaries and individual shareholders. Representatives will utilize multiple systems to research, process, and analyze shareholder requests.

Key Responsibilities / Duties:

  • Adheres to all operational procedures and offers suggestions for process and/or control improvements
  • Analyzes often complex transactions ensuring items are in good order with respect to regulatory and procedural guidelines
  • Directs other departments as well as shareholders to ensure all items presented for processing meet regulatory and procedural guidelines
  • Places outbound calls as needed to obtain information and provide solutions to the client, appropriately documents the phone call
  • Evaluates problems and situations to determine their importance and urgency
  • Conducts research and processes adjustments when necessary independently or in concert with other departments to the mutual satisfaction of the client and Invesco
  • Responds to the appropriate client after the issue has been resolved
  • Fully documents and forwards complaint items for permanent filing
  • Monitors the quality and timeliness of service delivery to customers in order to guarantee customer satisfaction by accepting full accountability for an item until resolved
  • Performs a detailed evaluation of inquiries and rejected transactions, takes appropriate action for each item and monitors the quality and timeliness of resolution so that it meets departmental standards
  • Works with other departments when necessary to resolve items
  • Records comments on items with regards to research performed, financial and non-financial transactions processed and to provide an accurate and clear audit trail
  • Acts in a professional, timely, and empathetic manner to written inquiries from internal and external clients
  • Stays current with all products, fund changes, fraud warnings, regulatory changes and all other policy and procedure changes that impact responsibilities of the position
  • Utilizes multiple computer applications to access account information and reference materials. Analyzes and processes financial and non-financial transactions and verifies completeness and accuracy of work
  • Processes incoming mail requests including, but not limited to; new accounts, purchases redemptions, transfers, exchanges, and maintenance
  • Performs other duties as needed

Work Experience / Knowledge:

  • Financial services experience a plus
  • Work experience in customer service environment preferred
  • Strong reasoning skills and an aptitude for problem solving
  • Ability to cooperate in a team environment
  • Proficiency with keyboarding and computer fundamentals in a Windows environment
  • Basic mathematical skills necessary

Skills / Other Personal Attributes Required:

  • Strong communication skills
  • Ability to make quick decisions, establish priorities, and concentrate on detailed information, sometimes under stressful conditions

Formal Education: (minimum requirement to perform job duties)

  • High School Diploma or equivalent required
  • Bachelor's degree preferred, but not required

Working Conditions:

  • Normal office environment with little exposure to excessive noise, dust, or temperatures
  • The ability to lift, carry or otherwise move objects of up to 10 pounds is also necessary
  • Frequent sitting
  • Normally works a regular schedule of hours; however, hours may vary depending upon the project or assignment
  • Hours may include evenings, weekends or overtime

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Client Administration Representative(Job Number: 23016)
Invesco, Ltd.