A TD Ameritrade, the Self-Directed Plan Services (SDPS) Relationship Manager (RM) will serve as a subject matter expert and primary point of contact between record keeper, advisor, third-party administrator, bank and trust company clients and TDA internal departments.

They provide problem resolution to inquiries as they arise over the phone or via email. The position is also responsible for mitigating risk through analysis of client documentation and service requests while differentiating unique needs of provider clients and their associated plans while maintaining knowledge from across multiple business units. Drawing on combined expertise, an RM will support calls (inbound/outbound), cases, emails and chats both internally and externally. This position performs multiple roles from responding to client service questions and requests to a myriad of specialized tasks like account transfers, account feed maintenance and plan audit and reporting requests.

RESPONSIBILITIES:

• Effectively communicates the SDPS business proposition, features, requirements of plans, brokerage services, and the individual retirement plan client experience
• Maintains personal and team work flows to ensure all client requests are completed based on pre-determined team standards
• Supports requests from:
• Plan providers
• Advisors
• Third-party administrators
• Record keepers
• Requests supported:
• New account and plan setup
• Money movements via wire
• Generates and provides plan level reporting
• Plan audit requests
• General account and plan inquiries
• Answer general questions, validate transfer related paperwork, coordinate communication between plans and clearing firms, and facilitate the processing of transfers
• Communicate the account transfer (ACAT and non-ACAT) process and internal clearing and risk procedures to proactively evaluate and oversee conversion of assets
• Use critical thinking skills and problem solving to find innovative ways to enhance the TPA, plan and/or provider's experience
• Must possess excellent verbal skills, including managing expectations in regards to timeframes, timelines, and deadlines and speaking of TD Ameritrade's conversion capabilities to both internal and external clients
• Provides in-depth research into plan and account projects, cases, and issues unable to be resolved in an immediate fashion via phone or email
• Resolves vital, time-sensitive inquiries through internal chat and phone calls
• Both independently and as a team identify issues that affect clients and/or associates and actively and autonomously work on solving those issues
• Manage Excel, RADAR, Salesforce, Veo reports regarding activity for clients
• Train new SDPS personnel

REQUIREMENTS:

• High School Diploma or equivalent required
• 4 year college degree preferred
• 2+ years of Financial Services experience
• Required:
• Excellent task-management, analytical, and organizational skills
• Excellent listening and communication skills, both verbal and written
• Good interpersonal skills for internal and external clients as well as in a team
• Must be proactive, self-motivated, detailed, and client service oriented
• Must be able to prioritize tasks and be self-driven under pressure while remaining focused
• Critical thinking and problem solving skills
• Ability to take ownership of client issues and follow up appropriately
• Six months client service experience
• Superior knowledge of Excel and Word
• Preferred:
• Strong knowledge of retirement plans and features
• 2 + year of financial services
• An understanding of ERISA, 401K, SDBAs, and EGGTRAs
• Systems experience with RAO, BOS, RIS, Salesforce, KANA
• The below are required within 6 months of hire:
• Series 7
• Series 63 or 66
• Military education or experience may be considered in lieu of civilian requirements listed

At TD Ameritrade we help individual investors pursue their financial goals through our brokerage subsidiaries. For more than 40 years we have been serving individual investors – from the first-time investor to the sophisticated trader, and from the “do-it-yourself” to the “do-it-for-me” investor. We offer a broad range of investment tools and services – all at a great value.

We engage with our clients in many different ways including online, on-the-go via mobile applications, over the phone or through independent registered investment advisors. Our clients choose how they want to work with TD Ameritrade – not the other way around.