POSITION SUMMARY As a Part-Time Client Services Associate, you will play a key role in building and maintaining strong relationships with clients and financial professionals, delivering an exceptional client experience every time. You'll work alongside a knowledgeable, supportive team that will provide thorough training, clear direction, and ongoing resources to help you thrive in your role. In this position, you will engage directly with clients, business partners, and internal colleagues to ensure all services are delivered with professionalism, accuracy, and efficiency. The role involves significant phone and email communication, research, and problem-solving. We're looking for someone who is client-focused, energetic, self-motivated, tech-savvy, and adaptable in a fast-changing industry. STRATA Trust Company is in an exciting phase of growth, and we're seeking high-energy team members who want to make a real impact. This part-time position is based in our Waco offices at 7901 Woodway Dr., with an expected schedule of approximately 20 hours per week, likely during midday shifts. WHAT SUCCESS LOOKS LIKE
- Client issues and questions are resolved in a timely manner, at the appropriate level
- Client satisfaction/NPS increases as a result of your interactions.
- Teammates can rely on you to get things done and support them
WHAT WILL I DO?
- Work directly with clients, and financial professionals to effectively manage their needs and preferences
- Communication with clients by handling inbound and outbound calls, email, online or in person, to address concerns
- Work with clients to handle general or complex questions regarding their IRA account
- Operations related tasks as needed, including credit card processing and transaction verifications
- Continuously evaluate and identify opportunities to drive improvements that positively impact the client experience
- Collaborate with management to resolve client issues and concerns
- Become a subject matter expert on products, processes, and services offered by STRATA
- Maintain a positive work environment
- Aligning and partnering with internal teams to meet and exceed client needs
- Ensuring operating procedures have been followed
- Completing 6-7-week training process, which includes Ascensus IRA online training.
- Adhere to all compliance/risk procedures and STRATA policies and protocols
- Responsible for maintaining individual and team service level expectations
- 80/20 split between individual workload and collaborative workload
- Other duties as assigned and/or taken on
AM I THE RIGHT FIT? Specific requirements include:
- Highly developed sense of integrity and commitment to client satisfaction
- Must have strong interpersonal skills and ability to build rapport with clients
- Exceptional organizational skills required
- Patience, professionalism, and empathy
- Time management skills: The ability to prioritize and work well under deadlines
- Excellent communication skills, both oral and written
- Ability to collaborate with teammates and other functional areas to resolve issues
- Must be proactive and results driven
- Basic computer skills, website navigation and other software
- Knowledge of investments or experience with investment processing is a plus, particularly if it includes real estate or other alternative asset transactions
Desired qualifications:
- Bachelor's degree preferred
- Direct experience in the customer service industry
- Experience working within financial services or similar industry
- Proficient with Microsoft Office software including Word, Excel, PowerPoint, and Outlook
WHAT DOES IT MEAN TO BE ON THE STRATA TEAM? At STRATA, our commitment to employees goes far beyond a paycheck. We provide competitive pay, meaningful benefits, and programs that support your growth including training, professional development, and engaging, challenging work. We foster a community-focused culture where your contributions matter and your career can flourish. At STRATA, we don't hire resources; we invest in our people. INTERESTED? This is a great opportunity to start your career in financial services! If you think that you could be the perfect fit, please apply now. Submit your resume and contact information for consideration. Good luck and we look forward to hearing from you! At STRATA, we recognize that diverse perspectives and experiences drive innovation and success. We operate within a merit-based framework that fosters inclusivity and belonging, ensuring all individuals have the opportunity to contribute, develop, and thrive. We seek talented, qualified individuals for all career opportunities, without regard to any status protected under federal, state, or local law. STRATA Trust Company, Inc. is proud to be an Equal Employment Opportunity Employer.