Client Services Representative - Call Center

Client Services Representative

Hybrid - Southfield, MI

Description

The Client Services Representative will be responsible for supporting the Client Services team for a Financial institution. 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 of 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.

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 Raymond James' proprietary system (they will be expected to document while on the phone with the customer)
• 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.

Schedule: 9 AM ET- 6 PM ET with 1 hour lunch (must be in their seat logged in at 9 AM)

• Attendance Policy- No more than 2 tardies and/or unexcused absences within a 30 day period.

Qualifications:

• High School Diploma or Equivalent
• Must possess 2-3 years of recent customer service experience, ideally within the call center.
• Ability to type and be on the phone at the same time.
• Ability to navigate through multiple systems at once.
• Experience using dual monitors.
• Ability to type at minimum 40 WPM.
• Experience within the banking/financial services industry is preferred but not required

Experience Level

Entry Level