Client Services Representative

Responsibilities

• Answer inbound calls and chats in a multi-channel environment from internal clients at branch locations.
• Educate callers on Wealth Management account services, features, online services, document support, and available resources.
• Provide tier 1 support for basic computer troubleshooting, including simple solutions, incident documentation, and CRM ticket creation.
• Resolve a wide variety of inquiries efficiently, professionally, and with a superior customer-centric focus.
• Document calls, tickets, steps taken, and resolutions accurately to support future reference and analysis.
• Escalate complex technical or account-service issues to the appropriate higher-tier support team when needed.
• Operate effectively in a fast-paced, changing environment while handling multiple tasks and priorities.
• Follow up thoroughly to ensure issues are fully resolved and clients understand available tools and resources.
• Thoroughly resolve inquiries using a customer-centric approach.
• Support Outlook, Microsoft Office, remote access, Windows navigation, peripherals, and basic networking inquiries.
• Escalate complex issues to higher-tier technicians when needed.
• Document calls, tickets, actions taken, and resolutions accurately.
• Handle multiple tasks efficiently in a fast-paced, changing environment.
• Apply strong organization, attention to detail, and excellent follow-up skills.

Requirements

• A high school diploma or equivalent required; an associate’s or bachelor’s degree preferred.
• Prior experience in a customer service, client service, branch support, or contact center role, ideally within financial services or wealth management.
• Excellent verbal and written communication skills, including proficient typing and grammar skills.
• Strong organizational skills, attention to detail, and excellent follow-up skills.
• A superior customer-centric focus and proven ability to thoroughly resolve customer inquiries.
• Ability to perform effectively in a fast-paced, multi-channel environment while handling a wide variety of tasks.
• Proficiency with Microsoft Office Suite and ability to troubleshoot common Outlook and Microsoft Office issues.
• Basic computer troubleshooting skills, including the ability to document calls and tickets accurately.
• Windows navigation skills and basic understanding of computer networking.
• Experience using remote access tools to assist clients.
• Ability to provide first-line support and escalate appropriately when issues require higher-tier technical assistance.