ETP Specialist - Call Center Representative

The Opportunity:

The Exchange Traded Products Specialist-Call Center Representative (ETP Specialist) is responsible for incoming phone calls from both retail investors and financial professionals and will respond to their questions related to ACA Foreside’s Exchange Traded Product (ETP) clients’ funds. The Call Center Rep will manage call center lines, request new call center lines from the telecom team, report on calls received, and assist management in identifying trends in call center activity, types of inquiries, and new number requests. The individual in this position will also be responsible for attending fund launch meetings and assisting the ETP Operations team with reporting and metrics for fund clients. Potential for career growth within ETP Operations team involving institutional trading operations that services the primary market (i.e. no retail) if FINRA Series 7 and 63 licenses are obtained.

What you’ll do:

• Identify caller needs, answer questions, and effectively resolve issues.
• Conduct needs-based conversations, act with appropriate behavior and offer information to meet caller needs.
• Coordinate with internal partners to anticipate frequently asked questions to ensure consistent and thorough responses.
• Compile call center statistics, including but not limited to number and topic of calls and compile reports on these statistics weekly, monthly, quarterly and annually.
• Work with internal telecommunications teams to ensure effective working of call center lines, such as adding new lines, removing unused lines, or making changes to existing lines.
• Take ownership of all calls and cases/tickets opened; track the contact status to resolution utilizing the appropriate application and engage internal partners as appropriate.
• Escalate complex and/or high priority problems to internal partners and support groups as appropriate for resolution.
• Maintain a list of all clients’ call center lines and their related websites, funds, and fund contacts, to ensure familiarity with clients’ products and offerings.
• Maintain and update call center processes and procedures.
• Cross-train others within the department on the call center and how to provide assistance to client inquiries.
• Attend ETF fund launch calls as needed.
• Assist ETP Operations team with reporting, metrics and ad hoc projects.

To qualify for the role you must have:

• 2+ years previous customer service experience
• Bachelor’s Degree
• Call center experience

Ideally, you’ll also have:

• Bachelor’s Degree in Finance, Economics or Accounting or equivalent experience.
• Securities and securities markets, investment operations and/or financial services in a customer support role.
• Knowledge of stocks, bonds, commodities and ETFs.
• Experience balancing the needs of investor inquiries and required compliance adherences.

Skills and attributes for success:

• Demonstrated professional integrity
• Dependable, flexible, and adaptable to new ACA initiatives and changing client needs
• Ability to exercise discretion and make independent judgments on matters of significance
• Ability to work in a fast-paced small team environment
• Ability to establish and maintain effective working relationships with colleagues and clients
• Highly motivated and goal-oriented; proactive in one’s own education and career progression; volunteers for and shows initiative on both internal and external projects and tasks.
• Dedicated to upholding ACA’s high-quality standards and customer service focus
• Strong organizational and problem-solving skills with attention to detail
• Strong oral and written communication skills
• Proficient with Microsoft Office applications and comfortable working in a tech-enabled environment

Preferred Licenses and Certifications(s):

• FINRA Series 7 and 63

What working at ACA offers:

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical and dental coverage 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You’ll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. We also offer unique benefits such as Student Debt Forgiveness and Pet Insurance.

About ACA:

ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their businesses. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape.

What we commit to:

ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation, and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability protected veteran status, or any other legally protected basis, by applicable law.