IRA Accounts Supervisor jobs in the United States

Join Our Team at New Direction Trust Company!

Are you looking to make a real impact while maintaining a work-life balance? Your search ends here—New Direction Trust Company (NDTCO) is hiring!

Why NDTCO?

• Location: Louisville, Colorado
• Client Success: Over 50,000 clients empowered to achieve their financial dreams
• Industry Leader: Pioneers in self-directed IRAs, offering clients diverse investment options including real estate, private equity, and precious metals

At NDTCO, we value your professional growth and personal time. We invest in our employees, listen to their ideas, and promote from within. Our supportive environment ensures you thrive both in and out of the office.

Role Overview

As an Accounts Support Specialist, you'll be at the forefront of delivering exceptional client experiences, simplifying investment management for our self-directed IRA clients. Your role involves providing patient, expert support, connecting clients with specialized internal resources, and offering technical guidance. We prioritize consistent and reliable client care and education, de-escalation, and proactive communication in every interaction, ensuring we maintain the high level of trust our clients expect.

(Note: This is not a sales role, and we do not provide financial advice.)

Responsibilities

• Assists NDTCO clients via inbound phone calls, live chats, secure messaging, and assigned tickets and tasks, by providing exceptional service and well-researched support.
• Acts as the client advocate within NDTCO and actively pursues specialized support for our clients to provide a warm hand-off.
• Document, Triage, Escalate client questions and concerns.
• Manage internal and external Communcation Queues: Phones, Chat, Portal Messages, SRs.
• Works closely with Accounts Support Manager to report workflow enhancements and educational/instructional material discrepancies or needs.
• Assists clients in navigating our client portal and external website, updating client contact and payment information, and completing investment forms.
• Works closely with our business systems team troubleshooting and escalating NDTCO portal and website issues for clients.
• Aids internal teams in prioritizing and escalating requests and facilitating resolution.

Required Skills/Abilities

• 1-3 years of call center, help desk, service desk type experience.
• 1-3 years of experience at a financial services or “fintech” company preferred.
• Experience in customer request triage and escalation.
• Experience with Oracle CX Cloud or a similar ticketing management or CRM platform.
• Experience in supporting customer accounts and online financial dashboards: Helping client’s login, replicating, and escalating issues to tier 2 support.
• Experience in frustrated customer de-escalation strategies and tactics.
• Emphasis on active communication, empathy, and an exceptional client experience.
• Professional verbal and written communication
• High level typing proficiency a must
• Professional phone skills and ability to actively listen while actioning multiple screens for knowledgebase and documentation
• Familiarity with qualified retirement plans & IRC 408 preferred
• Ability to work under minimal supervision and multi-task in a fast-paced environment
• Maintain highly confidential information with a strong work ethic and a professionally empathetic attitude
• Must be able to pass a criminal background check

Education

• High school diploma or some higher education with relevant work experience
• 2 years of experience in the financial, fintech or trust company field
• IRA or diverse investment experience preferred

Benefits (Full-time employees only, waiting period may apply)

• Competitive salary based on experience
• Comprehensive health, dental, vision, and life insurance
• Optional HSA with employer contributions of $90/month
• Paid PTO, plus major holidays
• 401k retirement plan with matching contributions up to 3%
• Optional short and long-term disability insurance

Typical Shift

• 10:00 AM – 6:30 PM (MT) Monday – Friday; One rotating shift 8:30 AM – 5:00 PM Monday – Friday
• Job Type: Full-time / In-Office

Ready to join a positive and empowering work environment? Apply today and start your journey with New Direction Trust Company!