Customer Service Specialist
3 days ago
Job Title: Client Services Representative
Job Location: Memphis, TN 38120
Job Duration: 6 months contract
Local candidates to Memphis, TN only- hybrid schedule on-site 3 days per week
Duties:
Work Schedule 9am-6pm with 1 hour lunch (must be in their seat logged in at 9am)
Attendance Policy No more than 2 tardies and / or unexcused absences within a 30 day period.
Job Summary:
The Client Services department is considered the 'main point of contact' for (internal and external) clients who have questions or general inquiries that need resolution. The client base consists branch associates, Financial Advisors, or the clients of Financial Advisors. In addition, this particular team manages client access websites, where clients can access their accounts, online trade, etc.
The Client Service Rep will be responsible for handling basic customer inquiries, such as: a client forgot their username or password, client needs to update their home address or phone number, etc.
The typical call volume per Client Service Rep is roughly 50-60 calls per day. However, call volume will increase during tax season and the associates may receive up to 80 calls per day.
Training will last 1-2 weeks. The CSR's will practice doing mock calls with other associates. The Client Services team does not read off scripts while on the phone. Instead, they will have access to a SharePoint site which houses 'go-to' guides on how to handle various customer scenarios. Performance Monitoring Management will randomly listen in on calls in order to evaluate performance. They will primarily be measuring call quality, compliance (ensuring all of the necessary steps were taken i.e. verifying the caller's identify before proceeding, etc.), documentation / accuracy, call time, etc.
Job Duties:
Responsible for answering inbound calls from clients, while providing exceptional customer service
Resolve general inquiries such as username / password resets, address changes, phone number changes, etc.
Document call activity using Clients' proprietary system (they will be expected to document while on the phone with the customer)
Perform various duties as assigned by management
Responds to inquiries or complaints received through phone calls, correspondence and/or face-to-face contact with clients concerning the bank's products or services
Reviews and researches requests or problems obtaining necessary information from policies, procedures or practices
Coordinates problem resolution with appropriate departments.
Informs customers of standard procedures or resolution of problem
Follows up, either verbally or in writing, to ensure customer satisfaction
Determines best method to resolve problems to ensure customer satisfaction and adherence to company policies
Skills:
2-3 years of recent customer service experience, ideally from a call center
Must have the ability to type and be on the phone at the same time
Ability to navigate through numerous systems at once
Experience using dual monitors Proficient user with Microsoft Word, Outlook, and basic Excel
Ability to type at least 40 WPM
Exceptional customer service skills; easy to understand
Excellent verbal and written communication skills
Ability to use proper grammar and spelling
Experience within the banking or financial services industry is preferred but not required
Education:
Minimum of a High School Diploma or equivalent
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