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 committed to serving clients and communities worldwide.

Major Duties

• Manage large amounts of inbound and outbound calls in a timely manner, providing quality servicing of client/partner calls through effective communication and accurate information.
• Follow communication scripts when handling different topics and resolve client/partner inquiries the same day, if not during the call. Contact clients by phone or email with updates when resolution takes longer than 24 hours.
• Log all client/partner inquiries received via phone, email, or fax with a detailed description of the issue, research or action taken for resolution on the CRM database.
• Upsell products when opportunities arise. Send appropriate email responses according to the schedule.
• Maintain system access and knowledge level related to each program the representative has been trained on, and frequently attend educational seminars to improve knowledge and performance.
• Provide accurate transactional information to clients to avoid any loss situations for the unit. Perform functional transaction processing (ACH Transfers, Stop Payments, wires, and general maintenance) accurately and without any monetary errors.
• 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 but also independently. Demonstrate multi-tasking skills, self-motivation, and ability to set priorities and manage time effectively.
• Use computer literacy to navigate multiple applications/systems simultaneously and demonstrate strong team work capabilities.

Knowledge

• Strong phone, verbal, and written communication skills required.
• Strong active listening and interpersonal skills needed with aptitude to handle irate/challenging callers with minimal assistance.
• Highly flexible and adaptable to change; able to adapt to a fast-paced environment and work with different personality types.
• Self-motivated with ability to set priorities and manage time effectively.
• Computer literacy is required with the ability to navigate several different applications/systems simultaneously.
• Strong team work capabilities.
• Bilingual proficiency in English and Spanish preferred.

Experience

• A College or University degree and/or relevant proven work experience in a comparable industry and/or call center setting or customer support role is preferred.
• Familiarity with CRM systems and practices and banking terminology such as investments, redemptions, ACH's, wire transfers.

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture with a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.

About Our Tempe Office

The Northern Trust Tempe office opened in 2015 with 75 employees and now serves over 75 different business functions with more than 700 employees. The team is recognized as a Global Capability Center that delivers exceptional value, quality, expertise, and innovation through its diverse talent.