Client Services Representative II

Responsibilities

• Works in a challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience.
• Identifies client needs and recommends solutions when fraud has been identified.
• Records data captured during client interactions accurately.
• Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis.
• Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy.
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls.

Requirements

• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives.
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions.
• Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays.
• Communicates effectively and confidently with all clients to make their financial lives better.
• Comfortable receiving ongoing performance feedback and coaching.
• Able to learn and adapt to new information and technology platforms.

Qualifications

• Minimum of an intermediate level of proficiency with computers and current technology.
• 1+ years of customer/client service experience, including experience handling difficult client situations.

Skills

• Attention to Detail
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Active Listening
• Adaptability
• Client Solutions Advisory
• Data Collection and Entry
• Problem Solving
• Account Management
• Analytical Thinking
• Client Experience Branding
• Fraud Management