Serve as subject matter expert to Financial Advisors, associates and leaders. Assist the Team Leader with escalated Financial Advisor issues, team development and process improvement.Key contributions:• As subject matter expert, provide customer service support to Financial Advisors • Assist in hiring, on-boarding, training and continued coaching of service team associates• Lead cross-training efforts with counterparts of the Retirement department• Carry out responsibilities at the senior associate level, which include: handling of all escalated matters, processing pension analysis requests, perform associate quality reviews and developing processes to enhance service quality• Manage and distribute daily and global stats used to measure capacity, productivity and growth• Ensure intranet web pages align with changes in rules and regulations • Provide back-up support to service team as needed• Provide project support

Manage store operations to create the best customer experience.Key contributions• Interview, hire, train and supervise team of employees• Conduct employee performance evaluations• Plan and prepare work schedules and assign employee responsibilities• Monitor and manage stock of store merchandise and supplies• Mitigate customer complaints

Provide accurate and timely service to U.S. branch teamsKey contributions:• Responsible for learning all rules and regulations pertaining to individual and group retirement plans• Focus on quality by meeting team and department service measures • Provide product support service to Financial Advisors