Training: You'll be expected to report onsite (5-days per week / Mon-Fri) from 8am-5pm EST for the duration of training. After that initial training period, then you'll transition into the hybrid schedule listed below with flexibility to work from home up to 2 days per week.

Hours/Schedule (after training): Monday-Friday from 9am-6pm EST. The selected candidate will also be expected to work an alternating evening shift (11am-8pm EST) at least 2-3 times per month.

The Senior Digital Workflow Services Associate operates in a dynamic, multi-skilled environment to ensure client account documentation complies with industry regulations. Serving as a liaison between branch personnel and the Home Office, the associate provides world-class phone support to troubleshoot system issues and deliver training on operational processes. The role also involves facilitating problem resolution, processing client documents, and adhering to established procedures for routine tasks. Additionally, the associate receives general guidance to perform a variety of non-routine tasks, exercising limited decision-making authority while contributing to overall service excellence.

Responsibilities

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

• Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.

• Prepare routine letters, memoranda, reports, and similar documents following detailed instructions. This is likely to involve using the full range of functions within standard office software.

• Produce, update, and provide best practice support on Microsoft documents, DocuSign (and other E-signature platforms), databases, and other departmental systems.

• Perform quality assurance reviews to ensure compliance with established standards and procedures.

• Provide guidance and support to team members, addressing questions and assisting with issue resolution.

• Conduct evaluations of phone and email interactions to maintain service quality and consistency.

• Develop and manage team schedules, ensuring adequate coverage and operational efficiency.

• Facilitate training sessions for new hires as needed to support onboarding and skill development.

Skills

• Works at an intermediate level to monitor, interpret and understand policies and procedures and ensure their alignment with organizational strategies and work objectives. Typically works with guidance.

• Works at an intermediate level to plan, organize, prioritize and oversee activities to efficiently meet objectives. Typically works with guidance.

• Works at an intermediate level to review and evaluate recommendations and requirements and to develop appropriate plans or deliver actions required. Typically works with guidance.