Client Services Rotation!

For the past three weeks I have been working in my first rotation in the Leadership Training Program in our Client Services Department. My experiences so far has been very beneficial and has helped me to have a better understanding of what our clients experience when they call us. I have spent time both taking calls from clients and working on projects that are going on in the department.

Assisting client's with their questions regarding their accounts, investments, and IRAs has helped me to better understand and apply the information I learned in training. It has been rewarding to tell when I have made a positive difference in the ability for a client to understand the process for making an investment or find the information they need regarding their account.

In addition to assisting clients I have also had the opportunity to work on department specific projects. One of the projects I am working on is reviewing reports for our First Call Resolutions and to identify areas where we can improve by creating an action plan to submit to my supervisor. The goal is that I will be able to plan and present a training session for our Department next month. Working on this project has really helped me to better understand our client's needs and to recognize opportunities we have. I am looking forward to the results of my project and to see how it will impact the calls we receive.

Moving Fast During Tax Season

It's been a while since I had a chance to post anything on this blog, but I've been very busy with new projects in the Leadership Rotation. The months leading up to tax day (April 15) are very fast-paced at Equity Trust and my projects can change at any given time. Fortunately, this gives me the opportunity to learn new things and gain experience handling multiple projects.

Lately, I’ve been working with the Human Resources Recruiting Team to review resumes, phone screen job candidates, and assist in the interviewing and hiring processes. Equity Trust hosted a career fair in February and I had the opportunity to interview several great candidates. Some of the hiring decisions have been made now, so I’m developing a training plan for the Client Services Supervisors to bring some new employees on board. It’s exciting to see our company grow!

Another project I’ve been focusing on is a plan to bring in a large group of new clients to our company. Of course, a big influx of new clients will require additional staff to handle the increased volume, so I’m creating training plans for these new hires. These new employees will be part of a new team at Equity Trust, so it’s great to learn how to build a team from the ground up!

Overall, the Leadership Rotation is full of new experiences and challenges. I’m learning a lot in this fast-paced environment. Over the next four weeks, I’ll be conducting two training classes and then serving as the team lead for the new team that will be bringing in the large group of new clients. I can’t wait to see how these projects turn out! Best of all, by the time the projects are done, tax day will be behind us!

The Leadership Rotation Begins!

I was surprised and excited to learn last Friday that my Client Services Rotation was over and I would be starting the Leadership Rotation immediately. Service Excellence was previously planned as my next rotation, but Equity Trust's needs have required a change in plans. As a result, I have begun planning for a six-month leadership position in the Client Services Department.

One of the benefits of remaining in the Client Services Department is the opportunity to help with the implementation of the call volume project that Rachel and I completed over the last few months. Our proposals are awaiting approval and they will likely be implemented just in time for tax season. Another benefit of staying in CST is the chance to continue working with the team leads, supervisors, and manager whom I've gotten to know well over the last seven months.

I don't know all of the specifics of my new role in the Leadership Rotation, but I'm sure I will be learning very soon. Right now, I am job shadowing the CST Team Leads to learn about their daily responsibilities. I've also been reviewing Equity Trust's employee handbook, which I will have to know well in a leadership position. I am really looking forward to the challenges and learning experiences that this new rotation will bring. As I learn more about my specific role, I'll follow up with details about tasks to be completed and project plans.