Financial Services Representative

Financial Services Representative

Hybrid - Owings Mills, MD

Description:

Will be working in the Workplace Investment department!

Service Associates will be supporting our clients' own customers with their needs. This position will be taking incoming calls throughout the day. Will be talking to shareholders with a variety of calls. Needing to change information, updating info. Could be very entry level calls or could be more complex with a number of things that could be coming up with their accounts. Will be looking at taking upwards of 20-30 calls per day. Won't be taking any calls that require giving financial advice but will help point their client in the right direction. Will be working with a few different systems and web-based programs, 5-7 programs daily should be expected.

• Fulfills client service requests to their accounts, including but not limited to, address change, bank account information change, online assistance, basic tax form questions, account change of ownership requests, and research of past transactions, to maintain accurate information and provide a high level of customer service .
• Processes unsolicited orders as requested by client in a timely and accurate manner.
• Uses consultative process to identify/address client needs through questioning and offering the most appropriate solution.
• Uses consultative approach to identify new services that may be appropriate for the client. By discussing new or additional services relevant to the client, the service associate may act on opportunities to create value and present mutually beneficial solutions to the client.
• Service associates transfer calls to the business development group to build on current relationships with clients and potentially increase assets under management.
• De-escalate and help remediate client concerns and issues by taking ownership and building credibility with the client to resolve the client request in a timely manner therefor building confidence in the firm.

Skills:

• Customer service, Data entry, customer service oriented, customer service skills, inbound call, data entry accuracy, financial services, financial knowlegde, customer support, customer experience

Additional Skills & Qualifications:

MUST pass LIMBRA assessment

REQUIRED QUALIFICATIONS: - High school diploma or equivalent

Effective demonstration in the following areas:

1. Shows a service orientation

2. Collaborates with others

3. Identifies and resolves problems

4. Communicates clearly

5. Develops skills