Estates Hotline Specialist
On-siteWestlake, Texas, United States
Job Summary
Support inbound callers by explaining requirements, reviewing estate-related materials, and guiding trustees, executors, and heirs through Estate and Divorce processes. Apply active listening and emotional intelligence to uncover underlying needs, mitigate risk using state regulations, and partner with internal teams for accurate resolution. Navigate complex scenarios, resolve escalations, and ensure compliance while maintaining a steady, composed approach during emotionally charged interactions. Complete comprehensive on-the-job training to interpret documentation and apply structured decision-making. Work on-site in the specified location.
Required Qualifications
- Minimum 1-year operational experience in call center, legal or financial services including brokerage, banking, legal/paralegal, or research.
- Bachelor's degree in finance, economics, business administration, or equivalent work experience.
- Ability to understand client needs by listening for both what is said and what may be underlying, and responding with clarity that helps clients feel supported during sensitive moments.
- A steady, composed approach when conversations become emotionally charged, helping guide interactions toward resolution in a professional and reassuring manner
- Comfort working through detailed documents and processes with care, ensuring information is captured, interpreted, and applied accurately.
- The ability to learn and apply new information quickly, incorporating feedback into your work and adapting your approach as expectations or requirements shift.
- Confidence navigating systems, tools, and workflows to interpret requirements and translate complex information into clear next steps for clients and internal partners.
- A thoughtful communication style that helps de-escalate concerns, brings clarity to complex or ambiguous situations, and builds trust through calm, measured guidance.
- We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location.
Desired Qualifications
- Active Series 7 & 63 licenses (preferred, not required).
- Experience interpreting legal documents or working with Estates distribution preferred.
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