Member Office Relations Specialist

Job Summary

The Member Office Relations specialist supports the Director, Member Office Relations serving as a liaison between the Member Office and all areas of Investment Operations.

Primary responsibilities include initial and ongoing training for Member Offices to ensure accurate and efficient business processing, supporting and troubleshooting to support member office business, Fintech, Practice Management, and Transitions needs.

Essential Functions and Responsibilities

• Serve as a liaison between Member Office and Valmark, developing and strengthening relationships with Member Offices by consistently providing exceptional service
• Primary point of contact for MyCaseHelp inbox, Fintech tickets, and Investment Operations phone call queues, assist internally and externally with research, troubleshooting, and problem-solving of issues
• Provide initial and ongoing training for Member Offices, including MyCase / IQ, best practices, reporting, and new member office onboarding via RightStart curriculum / enrollment
• Remain abreast of changing Valmark procedures, forms, and technology to assist Member Office through these changes
• Coordinate with the Communications Department the topics and speakers for the Investment Operations Forums, Valmark Vantage, and prepare and / or present Forum content
• Assists with Valmark’s core custodians regarding admin logins and maintenance
• Assist in conducting Fintech industry research used to develop tools, resources, and marketing materials to Valmark Member Offices and end clients.
• Assist in the coordination, facilitation, follow up, and tracking of Agent of Record change requests
• Provide backup assistance to other team members as business needs dictate
• Perform other tasks assigned by management

Core Competencies

• Knowledge of financial industry and investment products
• Knowledge of Valmark procedures, paperwork, and processing
• Strong knowledge of various technologies : Microsoft Office, CRM, MyCase, LaserApp, and DocuSign
• Strong written and verbal communication skills, with the ability to deal effectively with various people including staff, management, vendors, and Member Offices
• Ability to manage change / handle stressful situations in a fast-paced environment
• Strong analytical, problem-solving, research skills
• Ability to work effectively in a team environment, while also being a self-motivated, independent worker
• Ability to prioritize in a multi-task environment with organization and accuracy
• Attention to detail and strong follow up skills

Supervisory Responsibility

The Member Office Relations Specialist will not have any supervisory responsibilities.

Required Education and Experience

• High School Diploma / GED
• Bachelor’s Degree in Finance or a related field

Preferred Education and Experience

• 2+ years of financial industry experience
• Bachelor’s Degree in Finance or a related field
• Project management experience
• Systems Experience : Microsoft 365, Dynamics, LaserApp, DocuSign, PershingX, DST
• FINRA registrations
• Life and Health Insurance License
• Certified in operational process improvement (Lean 6 Sigma, Kaizen)

Physical Demands

This is a largely sedentary role; however, some walking is required. Individuals may need to sit or stand as needed. This position may require walking primarily on a level surface for short periods of time.

Expected Hours of Work

Days and typical hours of work are Monday through Friday, 8 : 30 a.m. to 5 : 00 p.m. Flexibility in working hours may be allowed, but the employee must work 40 hours each week to maintain full-time status.

Valmark reserves the right to modify, interpret, or apply this job description in any way the Company desires. This job description in no way implies this is an all-inclusive list of responsibilities to be performed by the Employee in this position.

This job description is not an employment contract, implied or otherwise. The employment relationship remains at-will .