Customer Services Representative/ Banking/ Financial Services

Title: Customer Services Representative/ Banking/ Financial Services Location: 889 Ridge Lake Blvd Memphis, TN 38120

Duration: 6+ Months

Working Model: hybrid schedule on-site 3 days per week

Training will last 1-2 weeks

Work Schedule 10 AM- 7 PM CT with 1 hour lunch (must be in their seat logged in at 10 AM)

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

Pay Rate Range: $23- $26.51/hr on W2

Job Summary:

• The Client Services Representative (not to be confused with Client Service Associates) will be responsible for supporting the Client Services team located at the St. Petersburg, FL home office.
• 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.
• 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 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 service
• 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