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Do you enjoy working in the regulatory space and handling complex issues? Are you a great communicator and problem-solver? If so, this might be a perfect opportunity for you!
Under general supervision, responsible for providing advice to the Complaints team and other areas of the Legal Division and firm, when applicable, on legal and regulatory issues relating to client complaints and the Complaints team's processes. Uses seasoned judgment to identify and assess potential liability to the firm, its affiliates, and its associates, and communicates effectively with other attorneys, professionals, associates, and leaders. Works closely with other attorneys in the Legal Department.
What You'll Do:
The associate will be responsible for:
Serve as legal subject matter expert regarding issues involved in client complaints, including regulations thereof, for the Complaints team, Legal Division and firm.
Conduct legal research and analysis of legal issues necessary to resolve client complaints. Enhance, retain and share that knowledge within the Complaints team, Legal Division, and for future complaint matters.
Manage outside counsel relating to legal and regulatory issues within complaint matters and the resolution thereof.
Assist the firm with meeting regulatory reporting obligations resulting from the complaint process by coding consistent with regulatory requirements, promptly identifying when a regulatory filing is required, and preparing the appropriate language to complete the filing.
Collaborate to review and approve language for regulatory filings, including for 4530 filings and U4/U5 amendments, to ensure clarity, consistency, and accuracy as well as compliance with legal requirements and industry regulations.
Collaborate with firm counsel in the Regulatory and Litigation Departments to assist with regulatory inquiries, investigations, arbitrations and litigation.
Testify in arbitrations and litigation related to complaint investigations conducted by the associate.
Serve as a resource to ensure the firm is meeting its regulatory obligations with respect to customer complaints and ensure the department's SOPs and WSPs are consistent with those obligations.
Analyze correspondence (e.g., from clients, attorneys, regulatory agencies, etc.) to identify complaints, assess risk, and determine the most appropriate response, including those relating to the firm's most legally and factually complex complaint matters and those that pose significant legal and reputational risk to the firm and financial advisors.
Investigate, respond to and resolve client complaints, including those relating to the firm's most legally and factually complex complaint matters and those that pose significant legal and reputational risk to the firm and financial advisors, using independent judgment with minimal input from leaders.
Serve as a resource to other complaint investigators and leaders to identify legal issues in complaints. Develop and lead the strategy for responding to and resolving the firm's most legally and factually complex complaint matters and those that pose significant legal and reputational risk to the firm and financial advisors.
Partner with others in Complaints, the Legal Division and firm to propose and assist in implementation of corrective action based on the findings of complaint investigations.
Collaborate in the analysis of complaint data, identify actionable trends and communicate findings and potential recommendations to leaders (and other divisions) to reduce future client complaints and create a better client, branch and firm experience.
Develop new Complaint Investigators by providing training and coaching regarding the responsibilities and skills of the role by:
Developing and sharing general knowledge about products, services and operations of the firm;
Developing and sharing advanced, specialized knowledge of products and service areas to serve as a subject matter expert within the department;
Serving as an escalation point for more complex legal and factual matters and issues that Complaint Investigators encounter in their investigations.
What Experience You Need:
J.D. and license to practice in Missouri or an equivalent state.
Minimum of three years of progressive professional responsibility and experience in relevant practice areas.
Series 7, 66, 9, 10, and 24 licenses are required or must be obtained within 12 months of hire.
What Might Set You Apart:
Progressive responsibility as an attorney in private practice, in the public sector, or in an in-house counsel capacity.
Exceptional legal knowledge, judgment, work ethic and integrity.
Securities industry experience preferred; specifically, knowledge of/experience with industry regulations regarding client complaints, FINRA problem and product codes, regulatory filing requirements including those relating to Forms U4/U5 and Rule 4530.
Demonstrated ability to analyze and resolve complex matters including experience in negotiating settlements.
Excellent verbal and written communication skills, with demonstrated ability to influence key internal and external stakeholders, including senior leadership, adversarial parties and regulators.
Excellent organizational and prioritization skills in a high-volume, deadline-driven environment
Problem Solving:
Reviews, assesses and makes recommendations to resolve legal issues for the Complaints team and other areas of the Legal Division and firm, when applicable, associated with allegations involving financial advisor misconduct, operational issues, firm policies and procedures, and industry rules and regulations.
Researches legal questions and drafts legal documents but may work in partnership with or reliance on the support of other attorneys, outside counsel or leaders to resolve the most complex legal problems.
Analyzes data across complaint matters for trend identification and impact analysis and communication of same to the Legal Division and relevant business areas to aid in prevention of future complaints.
Span of Influence:
Communicates and interacts with associates across the firm, but most predominantly within the Legal and Compliance Divisions.
May provide advice on matters that may be material to the firm, but mostly limited to complaint matters for which we must reserve settlement dollars.
Represents the firm and its affiliates by directly working with opposing counsel and outside counsel as well as state and federal regulators.
Manages outside counsel responsible for providing legal and regulatory advice to the firm and its affiliates related to complaint mattters.
Workload is large and moderately complex, but matters are generally limited to those for which the Complaints team is responsible.
Operates strategically and handles the tactical day-to-day issues facing the Complaints team and firm.
Handles the most complex, higher-risk matters that can directly affect the relationship between the client and the financial advisor/firm, as well as have significant legal and regulatory impact on the firm.
Accountable for performing high-quality investigations and effecting resolutions that can impact regulatory reviews, as well as involve potential disciplinary action against the firm or associates.
The impact of decisions can be long-term on clients, associates, the firm and the integrity of the firm's supervisory model and can lead to adverse results in future litigation and arbitration if the investigation and resolution are not handled properly.
Advise associates in other departments, including Associate Relations, Field Supervision, Branch Audit, Branch and Region Development, etc., related to the complaint investigation and resolution process, including issues arising as a result of a complaint being received (i.e. security issues, how to handle the client relationship going forward, FA relocation issues, etc.).
