Rep, CS Banking Ops
About the role
Northern Trust is a global leader in wealth management, asset servicing, asset management, and banking services. Founded in 1889, the company adheres to three guiding principles: Service, Expertise, and Integrity. These principles guide the behavior of its partners, who are called employees, and are intended to benefit clients and the communities they serve.
Major Duties
- Manage large volumes of inbound and outbound calls, providing timely and quality service through effective communication and accurate information.
- Follow communication scripts for different topics and resolve client/partner inquiries on the spot, or within 24 hours if necessary.
- Contact clients by phone or email with updates on unresolved issues and send appropriate email responses according to a schedule.
- Log all client/partner inquiries in the CRM database with a detailed description of the issue, research, and actions taken.
- Upsell products when opportunities arise and maintain system access and knowledge of programs trained on, attending educational seminars to enhance skills.
- Provide accurate transactional information to clients to prevent any loss situations for the unit and perform functional transactions like ACH Transfers, Stop Payments, and wires.
- Identify customer needs, clarify information, research issues, and provide solutions or alternatives. Use initiative but refer more complex problems to supervisors/experts.
- Work effectively as a team member and independently, demonstrating multi-tasking, prioritization, and time management skills.
- Use computer literacy to navigate multiple applications/systems and demonstrate familiarity with CRM systems and banking terminology.
Knowledge
- Strong phone, verbal, and written communication skills.
- Active listening and interpersonal skills to handle irate/challenging callers with minimal assistance.
- Highly flexible and adaptable to change, able to work in a fast-paced environment with different personalities.
- Self-motivated with the ability to prioritize tasks and manage time effectively.
- Computer literacy and proficiency in navigating various applications/systems.
- Strong teamwork capabilities.
Experience
- A College or University degree and/or relevant work experience in a comparable industry and/or call center setting or customer support role is preferred.
- Familiarity with CRM systems and banking terminology such as investments, redemptions, ACH’s, wire transfers, etc.
Skills
- Strong phone, verbal, and written communication skills.
- Active listening and interpersonal skills to handle challenging callers.
- Flexibility and adaptability to changing environments.
- Multi-tasking and time management skills.
- Computer literacy and proficiency in CRM systems.
- Teamwork and collaboration abilities.
Benefits
The salary range for this position is $43,200 - $64,800 USD. Northern Trust offers a comprehensive benefits package including retirement benefits (401k and pension), health and welfare benefits (medical, dental, vision, spending accounts, and disability), paid time off, parental and caregiver leave, life & accident insurance, and other voluntary and well-being benefits. The company also provides a discretionary bonus program that may include an equity component.
Pay
The salary range for this position is $43,200 - $64,800 USD.
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