Quality Assurance Manager
The Western and Southern Life Insurance Company (Cincinnati, Ohio)

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Job ID: 1376

Location: Cincinnati, OH

Department: CAPITAL ANALYST

Education Required: Bachelors Degree

Experience Required: Not Indicated

Position Description:
Capital Analysts Incorporated, located in Cincinnati, Ohio, has an immediate opportunity for a Quality Assurance Manager.

Ensures all CAI Advisor/Client service experiences meet or exceed industry standard service level commitment standards. Interprets and implements quality assurance standards, studies existing and contemplated internal service delivery processes against industry benchmarks, evaluates effectiveness of processes, human capital and branch office capabilities. Possesses authority to resolve level 2 advisor/customer service issues up to and including deployment of financial resources. Reviews, evaluates and determines if acceptability standards from a multi-dimensional servicing perspective for all business processing are maintained. Works with minimal supervision and is responsible to make an established range of decisions, escalates to manager only when necessary and updating manager on a regular basis.

Position Requirements:
Position Responsibilities
• Resolves elevated advisor service issues and through the process identify the root cause of breakage by category :
o Human Error
o Deviation from standard process
o External Error
o Process Inefficiency
• Collaborates with the team lead or manager of the area to address the breakage issue and put in motion resolutions resulting in breakage avoidance. Examples of expected permanent service issue resolution steps would include:
o Policy Change
o Training
o Coaching
o Process Redesign
• Exercises judgment in resolving Advisor Service issues and will have the authority to provision resources to include cash payments to remedy breakage issues situations to make whole either customer, advisor or sponsor whole. Influences firm policies and procedures within the home office and branch offices. Interacts with all other operations departments to include trading, research, and compliance.
• Works collaboratively with the Director of Operations, Trading Manager, Compliance Directors, Research Manager and other associates in executing process improvement.
• Interacts directly with Advisors, Clients and Branch Office Administrative Staff. As such, must have complete knowledge of the advisor service functions to include the following:
o Make determinations regarding acceptance of new CAAMS business by reviewing new account forms. Insure that all aspects of suitability, including examining snapshot of financial data, product suitability, rep licensing check, complete information on new account form with supporting legal documentation when required, are in line with Regulatory & CAI standards.
o Upon completion of new account form review, enters data into back office system to establish unique client registration and subsequently establish client account on National Financial’s FBSI system for CAAMS accounts. Additionally, completes screens in FBSI that detail beneficiary information, systematic contributions and distributions, ACAT and non-ACAT transfers, check writing provisions, and code for margin and wrap accounts.
o Entry of systematic contributions (PIPs) and distributions (SWPs) involves multiple levels of verification. Executive (NAE) must enter pertinent data into CACTUS system in addition to FBSI. Bank information must be verified for accuracy, and fund selections must adhere to minimum requirements and eligibility for use in systematic programs.
o Qualified distributions involve supplemental review and processing requirements. Processes may include calculating Minimum Required Distributions (MRDs), notifying financial advisor when account assets are not sufficiently liquid to accommodate first distribution, monitoring year end MRD report that identifies unsatisfied MRDs, monitoring monthly report that identifies potential first year MRD setup upon attainment of required age for distribution.
o Assist with year end notification to field reps of annual custodial fees, inactivity fees and MRD notices.
o Margin and check writing applications necessitate additional follow up. After review of margin account eligibility NAE submits application to clearing firm. Upon rejection by clearing firm, NAE must notify financial advisor and request advisor to furnish additional required documentation. Check writing approval or rejection entails similar procedures for follow up with advisor.
o The complexities of wrap fee business will be determined by the chosen CAAMS platform, the involvement of outside money managers, and potential to establish a multiple tiered fee structure. Associated tasks may include fee set up on FBSI or fee engine and back office system, notification to money manager for select accounts, and identification of source of funding for account. Fee engine setup requires additional special handling in the review of daily reports that indicate “In good order” status in order to ensure fees are deducted. Prompt follow up and resolution of “not in good order” status is critical.
o Approve for review new account form confirmations for accuracy before approving delivery to field.
o Hone service skills to develop appropriate phone etiquette when following up with field offices to clarify and resolve outstanding paperwork and transactional issues. Phone demeanor should fortify CAI’s position as high touch service-company. Customer service workshops will serve as reinforcement mechanism.
o Develop strong working relationships with CAI’s field offices to encourage and foster the concept of CAI partnering with field to achieve success. Know their marketplace as well as their respective administrative strengths and weaknesses to proactively provide assistance.
• Stays abreast of industry changes by constantly seeking new information and expanding current base of knowledge.
• Performs other duties as assigned by management.

Selection Criteria
• Thorough knowledge of the independent financial advisor/broker dealer relationship and industry.
• Strong project management and analytical skills with proven ability to identify, analyze and implement effective resolution to business issues and make appropriate processes changes to address and reduce the possibility of future issues.
• Proven strong analytical skills, including demonstrated experience identifying and quantifying problem areas and providing effective resolution.
• Possess and displays excellent verbal and written skills with the ability to convey information to internal and external customers in a clear, focused and concise manner.
• Must possess experience identifying, researching and effectively resolving customer problems. Must provide examples of strong customer service skills.
• Must cite examples of experiencing working effectively with a team. Must provide examples of motivating co-workers in difficult situations.
• Proven experience adapting and demonstrating flexibility associated with changes in policies/procedures.
• Proven experience working in a client-oriented field and effectively articulating information to clients in an empathetic and understanding manner to resolve concern/inquiry.
• Demonstrated high level of attention to detail as well as excellent organization skills.

Educational Requirements
• Bachelor’s degree

Computer skills and knowledge of hardware & software required
• Proficient in word processing and spreadsheet applications.

Certifications & licenses (e.g., Series 6 & 63, CPA, etc.)
• Series 7 and 24

• Extended hours required during peak workloads or special projects.


Position Attributes:
Spanning five decades - from our inception in 1968 as one of the original financial planning broker/dealers and into the 21st Century - Capital Analysts Incorporated (CAI) has had a tradition of excellence and personalized service. We have set trends in the industry, and pioneered the concepts of multi-tiered asset allocation, proprietary mutual fund research, and open architecture asset management programs.
We have a history of financial strength and stability, and have been so successful in what we do that a recent survey of our Financial Advisors by an independent consulting firm showed that an overwhelming 96% felt we were meeting or exceeding their expectations.
Capital Analysts Incorporated offers a host of benefits including, medical, dental, life, pension and 401K. We promote a stable, fulfilling and challenging environment with an emphasis on excellence and continued career development.

Interested professionals should apply online at www.westernsouthern.com/careers.asp

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