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Client Service Rep-Client Svcs

4 months ago

Houston, United States Federated Hermes, Inc. Full time

POSITION SPECIFICATIONS:

* High School diploma or equivalent with a minimum of two years comparable customer service experience required.
* Associate or Bachelor Degree with one year of relevant experience in financial services preferred.
* Some understanding of financial services industry, mutual funds, financial terms and investment products.
* Proficiency with MSOffice
* Must demonstrate enthusiasm, cooperation and a positive attitude.
* Effective oral and written communication skills.
* Ability to listen and influence client/participant satisfaction.
* Must have strong organizational skills and attention to detail and accuracy.
* Must have the ability to work shifts, core business hours with overtime as necessary.

MAJOR DUTIES:

* Responsible for understanding the process requirements for each of the markets, to include legal requirements, product knowledge, forms, applications, client authority for account access, and literature.
* Respond accurately and efficiently to participant inquiries and service participant requests by clearly communicating verbally and/or in written form.
* Conduct proactive outbound calls to participants for a specific stated purpose as determined by management.
* Analyze research and resolve all participant account-level inquiries. Follow-up on a routine basis with updates and provide final resolution as timely as possible.
* Provide fund and product information to participants to include processing requirements and prospectus information.
* Interact as necessary with internal clients and vendors/partners to satisfy the needs of participants.
* Anticipate and understand the needs of external participants and offer information, resources and/or services to meet their needs.
* Make recommendations on appropriate course of action and escalate issues when necessary.
* Effectively represent business unit and its clients in meetings with internal departments and Federated Hermes' vendors to resolve administrative and operational issues affecting participant relationships.

HOURS/LOCATION:

* 8:30 a.m. - 5:00 p.m. (overtime as required)
* Houston, Texas 77002
* Hybrid Location (office/remote)
* Must be able to work shifts, core business hours and overtime as required

EXPLANATORY COMMENTS:

* Must demonstrate enthusiasm, cooperation, and a positive attitude.
* Effective oral and written communication skills.
* Ability to listen and influence client/participant satisfaction.
* Attention to detail and accuracy
* Ability to set priorities and meet deadlines
* Personal leadership skills
* Ability to coach and cross train others