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Client Services Representative II
2 days ago
Description :This job is responsible for resolving routine client requests through calls, chats, or emails in an inbound contact center environment.
Key responsibilities
include working in a challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery by answering client questions, resolving problems, providing appropriate account maintenance, and looking for opportunities to deepen relationships through digital solutions.
Responsibilities
Identifies client needs and recommends solutions when fraud has been identifiedRecords data captured during client interactions accuratelyIdentifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysisReads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracyComplies with industry regulations, bank procedures, integrity levels of the department's system, and financial controlsRequired Qualifications:Proficiency in both English and Spanish (speaking and reading)Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial livesFully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutionsShows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work scheduleDependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidaysCommunicates effectively and confidently with all clients to make their financial lives betterAbility to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objectionsComfortable receiving ongoing performance feedback and coachingAbility to learn and adapt to new information and technology platformsMinimum of an intermediate level of proficiency with computers and current technology1+ years of customer/client service experience, including experience handling difficult client situationsDesired Qualifications:1+ years of experience in the banking/financial industry1+ years of experience working in a client service capacitySkills:Attention to DetailCustomer Service ManagementCustomer and Client FocusIssue ManagementActive ListeningAdaptabilityClient Solutions AdvisoryData Collection and EntryProblem SolvingAccount ManagementAnalytical ThinkingClient Experience BrandingFraud ManagementMinimum Education Requirement: High School Diploma / GED / Secondary School or equivalentShift:2nd shift (United States of America)Hours Per Week: 40
