Digital Workflow Services Specialist/Team Lead

**Responsibilities** • Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. • Answer the telephone and assist callers or those making varied inquiries by email or mail with any requests for information, directing more complex matters to colleagues as necessary. Initiate contact internally and externally to convey requests, provide instructions, or obtain information on behalf of a senior colleague. • Produce, update, and provide best practice support on a wide range of Microsoft documents, databases, and other departmental systems. • Provide a quality service to clients while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving client problems. **Knowledge of** : • Operations, DocuSign, and Service Center Suite. • Procedures and industry regulations related to returned mail and lost client handling. • Principles and practices of customer relations and communications. • Excel, Word, Outlook, and other applications as needed. •Advanced concepts, practices, and procedures of assigned functional area. •Financial service industry with specific knowledge related to back-office processes. **Skills** • Achieves thoroughness and accuracy when accomplishing a task. Typically works with guidance. • Receive, monitor and deal with all allocated customers. Typically works with guidance. • Understand and operate effectively all client management systems. Typically works with guidance. • Express ideas, request actions, formulate plans, & policies by means of clear and effective verbal communications. Typically works with guidance.