Summary of Responsibilities:

Manages workflow within the Imaging Team to ensure conversion of paper documents to electronic images for both fixed and variable products. Coordinates the resolution of problems associated with electronic images that lack clarity or have been indexed incorrectly. Monitors workloads to ensure timely and accurate handling of paper documents. Prioritizes imaging functions to fulfill client and representative requests in a timely and quality manner in accordance with contract provisions, departmental and Securities & Exchange Commission (SEC) procedural guidelines and individual affiliate partnership agreements governing time service. Develops and/or revises procedural manuals. Conducts random quality audits on indexed images.

Position Responsibilities:

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  Manages workflow to achieve designated time-service agreement and actively participates in discussions or meetings concerning workflow, in accordance with contract provisions, departmental and individual affiliate partnership agreements governing time service and Securities & Exchange Commission (SEC) procedural guidelines governing the handling of variable products.

• Provides excellent customer service to internal customers, including answering questions, researching problem cases and re-indexing images per business unit request.

• Researches and resolves issues through collaboration with programmers and technical staff. Provides guidance to production staff on complex and/or technical matters.

• Monitors incoming paper documents to ensure accurate indexing by image processing group.

• Serves as liaison between team and IT (Information Technology) when system problems arise.

• Ensures all incoming checks are deposited accurately by Company and function. Prepares checks for deposit by sorting, endorsing and recording deposit information in the appropriate spreadsheets.

• Assists management in providing coaching and feedback to other members of the Imaging Team. Develops, schedules and presents structured job-specific training as management directs, applying appropriate adult-learning principles. Develops and/or revises procedural manuals, and conducts related educational classes.

• Identifies and analyzes issues where guidelines have not been implemented. Approaches management with possible solutions to enhance or correct issues.

• Conducts quality review audits of documents indexed by image processor to verify accuracy. Maintains quality results and provides data to management on a weekly basis.

• Prepares and sends indexed batches/boxes to off-site storage. Serves as one of the primary contacts for document retrieval from off-site storage. May require the ability to occasionally lift and move boxes, weighing up to 35 lbs, for off-site storage.

• Upholds the highest level of integrity regarding compliance with all Company ethics, privacy policies and industry regulations.

• Performs other job duties as assigned by management.

Selection Criteria:

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  Proven experience working independently while handling high volumes, multiple duties and completing assigned tasks accurately and on a timely basis in a fast-paced environment.

• Proven experience with meeting multiple deadlines.

• Demonstrated strong attention to detail with excellent organizational skills.

• Demonstrated experience working effectively with leading and motivating teams. This would include providing direction, coaching and effective feedback to team members.

• Demonstrated ability to effectively interact and communicate with all levels of staff and management.

• Demonstrated good decision-making skills when dealing with multiple alternatives.

• Proven experience handling and effectively resolving customer problems. Must provide examples of strong customer service skills.

• Demonstrated excellent verbal and written communication skills with ability to present information to internal and external customers in a clear, focused and concise manner while following proper rules of punctuation, grammar, diction and style.

• Demonstrated examples of flexibility when faced with changes in work procedures, including examples of grasping and initiating new concepts in the workplace.

• Demonstrated experience maintaining a calm and professional demeanor when handling stressful situations.

• Proven team leadership experience strongly preferred.

Work Setting:

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  This position works in an office setting and frequently remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings. This position frequently makes repetitive motions of the wrists, hands and/or fingers for continuous computer work.

Educational Requirements:

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  High school diploma.

Computer Skills and Knowledge of Hardware & Software Required:

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  Working knowledge of word processing, spreadsheet and email applications required.

• Previous experience with a professional imaging software package required.

Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):

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  None required.

Position Demands:

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  Extended hours required during peak workloads or special projects.