Resolution Manager

Job Title: Resolution Manager

Work Location - Westlake, TX / Secondary Location - Austin, TX and Orlando, FL

Duration - 6 Months

Hybrid - 4 days on site / 5th day remote - Candidate can pick their remote day

Job Description

Org Objective/Purpose:

Client Retention & Negotiated Offers (CRNO) is a specialized business unit within Client's Investor Services/Client Experience that administers the firm's Negotiated Pricing Policy. The team serves as a centralized resource and point of escalation in providing objective, consistent and equitable pricing solutions for Client's high-value, price-sensitive clients through the collection, analysis, and interpretation of client financial and behavioral data.

Description of Role:

The CRNO Manager partners with many groups such as, Branch, CS&S, and Managed Investing Representatives, Trader Acquisition, Investor Development, Managers and above to discuss discounts, offer negotiated pricing solutions or other alternatives for clients, conduct profitability analysis, and escalate requests for exception approval while balancing client, firm, and shareholder needs. The CRNO Manager is expected to provide timely, value-oriented responses, requiring a passion for client service, positive energy, problem solving skills and a "willing to help" attitude. This position requires a unique blend of strong interpersonal and communication skills, industry and competitor knowledge, and the ability to research complex issues with internal partners. Interaction is by e-mail, phone, and in person in supporting the field with information about pricing, the competition and procedures related to Client's Negotiated Pricing Policy. The position also provides a unique opportunity to interact with all levels of the organization (from Representatives to senior leadership). Accordingly, the role requires a high degree of business acumen and judgement, self-motivation, organizational skills, and capacity to meet response time targets with internal partners and clients.

Responsibilities include:

• Responsible for all client's IS negotiated pricing reviews and approvals including but not limited to commissions, margin, managed investing asset-based fees, cash awards/promotions, Alternative Investment custody and money fund exceptions - in addition to providing pricing support for specialized groups such as Designated Brokerage Services and Stock Plan Services
• Gathering and interpreting client financial and behavioral data and conducting profitability analysis using the Relationship Pricing Model and Profit/Loss queries to make appropriate pricing decisions
• Frequent interaction with VP's and above around pricing decisions (including CRNO escalation to VP+ for further review, as well as leadership reaching out to CRNO for guidance on various situations)
• Partnering with numerous departments within clinet's including but not limited to CS&S, Managed Investing, Branch network, Finance, Client Acquisition, Marketing, Client's Bank, Escalation teams and Operations, to provide insight or expertise on pricing initiatives
• Construction of complex one-off pricing packages for high-value clients and prospects
• Educating and providing guidance to field partners around client profitability, the competition and how to position offers to clients
• Acting as the point of escalation for any request that exceeds field empowerment guidelines

Technical/Functional Qualifications:

• Series 7 & 63 required
• 3+ years experience in brokerage or financial services industry required
• Bachelor's degree highly preferred
• Strong working knowledge of Client's internal systems, tools, and resources; including the Relationship Pricing Model, Client Profit/Loss model, Flex Commission System, Centralized Billing Platform, Client Central, Knowledge Center and Legacy systems
• Strong organizational skills with the ability to prioritize and handle multiple competing priorities within established timelines
• Highly developed problem-solving skills, such as the ability to identify the root cause of an issue (not explicitly stated) quickly and accurately, efficiently research a problem, and quickly learn and apply new information
• Effective time management skills and a demonstrated ability to work in a high volume, fast paced environment
• Ability to effectively communicate with all levels of the organization (including legal, compliance and senior leadership) to resolve issues, gain needed information, and influence outcomes
• Highly developed negotiation, critical thinking, and decision-making skills to apply sound judgment solutions to more complex problems,
• Proven effectiveness in building, leveraging, and strengthening relationship with partners in different areas and with varying responsibilities, providing outstanding service
• Positive attitude of service and initiative in improving overall skills and abilities to meet departmental, organizational, and company goals
• Strong business acumen and understanding of relevant policies/procedures with ability to analyze associated facts to make balanced decisions in the best interest of clients, shareholders, and the firm
• Familiarity with financial modeling, profitability analysis, negotiation, pricing systems and the competition is a plus