Competencies are generally defined as groupings of skills that encompass the knowledge, abilities, attitudes, motives and temperament that distinguish excellent performers. These factors are definable, observable and measurable.
A competency creates value and what is actually accomplished can be measured. In other words, competencies answer the question, "What does an excellent performer look like in a particular work setting?" While this section identifies the core competencies necessary for success in the financial services industry, depending on the specific job requirements, one might possess these competencies to a greater or lesser degree.
Business Knowledge
- Has fundamental knowledge of types of investments
- Understands one's role and its contribution to the department/company
- Has knowledge of operations, business systems and processes
- Has solid understanding of compliance and correspondence policies
- Recognizes business development opportunities
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Communication Skills
- Clearly articulates thoughts and ideas
- Is diplomatic in communications
- Listens to ensure understanding prior to making decisions or taking action
- Uses professional language
- Creates written communications
- Uses electronic communications appropriately
- Extracts and communicates necessary technical information
- Follows appropriate business protocol and phone skills
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Client Service Orientation
- Conveys a "welcoming" attitude to internal & external clients
- Demonstrates a sense of urgency around meeting client needs
- Responds quickly & appropriately
- Takes ownership/accountability of issues
- Demonstrates professional demeanor in all situations (e.g., high stress, down market)
- Builds rapport with clients
- Knows the client (internal and external) & delivers personalized service based on that knowledge
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Leadership
- Sets and communicates job requirements, performance goals and expectations to staff
- Supports employee development with ongoing coaching and feedback; ensures subordinate supervisors are providing feedback
- Has knowledge of human resources and compliance policies and practices; applies them with consistency and good judgment
- Values diversity
- Creates an inclusive environment in which all employees are encouraged to be innovative and share ideas
- Delegates effectively
- Has budgeting and fiscal responsibility
- Mentors others and "models the way"
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Personal Resilience
- Demonstrates emotional and intellectual flexibility
- Stays calm and focused
- Does not take things personally
- Has the ability to deal with multiple "personalities"
- Has a sense of humor, perspective and self
- Maintains objectivity
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Problem Solving / Critical Thinking
- Differentiates between when supervisory input is needed vs. when it is not
- Identifies the issue and thinks it through sequentially
- Differentiates the symptoms from causes
- Identifies problems; gathers facts and other appropriate resources needed to resolve issues
- Understands available options and recommends/implements solutions
- Follows established processes and procedures
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Productivity
- Manages time appropriately
- Plans and organizes
- Works well under pressure to meet daily deadlines and client requests
- Reacts quickly and responds appropriately
- Has ability to multitask and prioritize
- Sees the big picture
- Demonstrates initiative
- Is proactive and accountable
- Demonstrates a good work ethic
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Team Player
- Develops effective working relationships at all levels and across all departments
- Fosters a trusting, empowered environment
- Encourages information sharing, constructive criticism and cooperation
- Values differences and diversity
- Fosters innovations through sharing of ideas
- Is skilled in negotiation and conflict resolution
- Is committed to obtaining firm wide, department and unit results
- Respects and supports the ideas of others
- Displays a willingness to mentor others and "model the way"
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Technical Skills
- Uses current technology and tools to solve customer issues (internal and external) and maximizes productivity
- Has ability to learn software packages
- Demonstrates basic mathematical skills
- Numeric
- Computational
- Logic
- Analysis
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