Customer Service Representative

Job Description:

The primary skills/knowledge needed for Associate IIs are:

• Website navigation and log in assistance
• Balance inquiries
• Transactions: Liquidations, purchases, exchanges
• Adding/updating options: automatic investment, systematic withdrawal, dividends/capital gains
• Adding/updating bank information
• Address change requests
• Forms and literature requests
• General cost basis inquiries (more complex go to CSRT)
• Fund information inquiries
• Statement requests
• Beneficiary inquiries - confirming/adding (voluntary and retirement)
• Stop payment requests

All of the above calls/scenarios could also come to the WT or RET lines.

The primary skills/knowledge needed for WT are:

• Sole owner death transfers without named beneficiaries
• Joint death transfers/re-registrations with surviving tenant
• Transfer on death transfers due to the death of the shareholder
• Trustee or grantor deaths on trusts
• UTMA/UGMA age of termination re-registrations
• Adding powers of attorney and/or handling accounts with a power of attorney listed
• Joint account divorce
• Business account inquiries (partnerships, corporations, etc.)

The primary skills/knowledge needed for RET are:

• Death of a retirement account owner and underlying beneficiary scenarios

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  • Named benes (bene research submissions)
  • Trust benes
  • Estate benes
  • Primary bene deceased
  • No benes
  
  
  
  
• Employer Sponsored Plans (SIMPLE, SEP, SAR/SEP) Assistance

• Caller Verification
• What info can be shared/Assistance can be provided?
• FTeContribution.com assistance

• Login Assistance
• Navigation
• Usability/Trouble Shooting

• How to establish a new plan
• How to edit an existing plan (name change, ER change, etc.)

• Transfer/rollover requirements
• RMD
• Roth Conversion handling
• Adding powers of attorney and/or handling accounts with a power of attorney listed