Job Description:

This job is responsible for providing exceptional customer service to clients in an inbound call center environment. Key responsibilities include receiving calls from clients, branch offices, banking centers, and various internal associates and adhering to the bank's policies and procedures, while thinking critically to determine the best course of action to resolve the issue at hand. Job expectations include providing appropriate account maintenance and resolving client requests in a timely and accurate manner, while demonstrating empathy.

Responsibilities:

Navigates through multiple applications, systems, tools, and resources to clearly articulate complete and accurate information on client inquiries around retail, retirement, and brokerage account information
Handles escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service
Manages risk by accurately authenticating clients, fully adhering to policies and procedures, and proactively identifying/escalating potential risk
Communicates effectively while offering empathy and demonstrating professionalism during all interactions with clients
Navigates multiple systems to migrate clients to on-line and self-delivery channels that enable constant account access
Must be flexible to work variable shifts between Monday – Friday, 8:30am – 6:30pm EST; 40 hours per week

Desired Qualifications:

Experience in a call center and/or a financial/banking center
Customer service experience​

Skills:

Account Management
Customer and Client Focus
Issue Management
Oral Communications
Active Listening
Adaptability
Problem Solving
Risk Management
Attention to Detail
Business Acumen
Valuation Ethics and Practice Standards

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:
1st shift (United States of America)

Hours Per Week:
40