Operations Representative

Overview

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

Responsibilities

As a Operations Representative with Hines, you will be responsible for providing exceptional customer service, handling inquiries, resolving issues, and ensuring customer satisfaction. Analyzes and resolves customer concerns using established procedures. Supports the sales efforts and overall promotion of Hines Private Wealth. Responsibilities include but are not limited to:

• Assist with daily trade acceptance, manage other related workflows, investigate and resolve shareholder and financial professional inquiries effectively.

• Define and analyze account problems by identifying issues to provide accurate information and answers. Recognize priority situations and understand when and how to elevate these situations to management. Monitor these items daily to ensure accurate and timely completion. Communicate resolution once issue has been resolved.

• Maintain a strong understanding of our products, policies and services to provide accurate information and assistance.

• Collaborate with sales team and call center to address shareholder and financial professional needs and improve overall service.

• Work closely with selected broker dealer back offices and custodial relationships by being the point of contact for operational inquiries, procedural information, issue resolution and other duties as required.

• Interact daily with Transfer Agent to ensure effective, efficient and accurate processing.

• Data reconciliation & quality assurance to include sales and redemption reporting.

• Salesforce data integration which includes uploading and maintaining monthly transaction data within Salesforce to support dashboard visibility.

• Proficiently understand and interpret a wide range of manuals and legal documentation.

• Gather and report shareholder and financial professional feedback to help identify trends, pain points, and areas for improvement.

• Keeps current on procedural changes, information updates and market updates.  Organizes the information to effectively and efficiently communicate.

• Generate outgoing correspondence and communications as required.

• Perform related duties as required.

Qualifications

Minimum Requirements include:

• Bachelor’s Degree or High School Diploma or equivalent and one (1) year service experience with processes similar to Company’s operations.
• Ability to obtain Series 7 and 63 licenses after 12 months of employment in good standing.
• Excellent verbal and written communication skills.
• Skilled in using Microsoft Word, Excel, and Outlook efficiently.
• Empathy and patience when dealing with customers both internally and externally.
• Ability to manage multiple tasks.
• Ability to perform in a fast-paced, team driven environment.
• Strong organizational skills, accuracy and attention to detail are essential.
• Ability to meet highest attendance and punctuality requirements.
• Minimal travel may be necessary.

Closing

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.

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