Consultant eLearning focused on IT - Security and Phishing, developing awareness programs and assessing cyber risks for a bank in Zurich. Collaborating to enhance the Phishing platform and motivate employees.
About the role
- Research & Resolution Consultant managing diverse client case loads to resolve operational errors. The role involves collaboration with teams and upper management to ensure client satisfaction and compliance.
Responsibilities
- Managing a workload of different cases that will require research and problem solving to determine if the client was harmed by the error
- Support many organizations across the firm as well as other areas in MassMutual
- Effective communication as some cases will involve upper level management both at the Home Office as well as in the field
- Identify a process gap through trending of cases and work with the team who owns the process to update the workflow
- Create the best service experience possible in order to repair the relationship between client, rep, and MMLIS
- Perform research and analysis to support business operations and present findings to managers
- Develop solutions through root-cause analysis of complex issues and escalations related to Broker/Dealer business
- Document justification of exception processing
- Utilize problem solving toolkit to identify trending and provide countermeasures to enhance the client experience
- Analyze trading activity of registered representatives and work with legal and compliance to carry out processing of legal orders and regulatory requests
Requirements
- HS Diploma or equivalent
- 3+ year MMLIS experience and / or 5+ years' financial services experience
- Series 7 & 24 required at time of application
- 1+ year experience with Microsoft Office Suite
- Bachelor’s Degree (Ideal Qualifications)
- 7+ years of financial services industry experience (Ideal Qualifications)
- Highly collaborative team player with extraordinary attention to detail (Ideal Qualifications)
Benefits
- Regular meetings with the Research & Resolution Team
- Focused one-on-one meetings with your manager
- Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups
- Access to learning content on Degreed and other informational platforms
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