Customer Service Representative- Banking

Job Profile Summary : The Client Relationship Associate handles inbound calls, responds to client requests, resolves general account issues, and provides digital assistance. This role may also handle escalated issues.

Job Description :

• Provide exceptional client service through strong interpersonal and client relationship management (CRM) skills.
• Serve as the initial point of contact for clients, following standardized procedures to meet client needs. Conduct research for complex requests if necessary.
• Demonstrate self-sufficiency in following standardized procedures, utilizing multiple resources to find answers and resolutions independently, and meeting client needs and department efficiency metrics.
• Document client and team feedback to support service improvement efforts within the business.
• Use a consultative approach to position products and services to clients.
• Perform other duties as assigned.

Qualifications :

• Minimum of two years of related work experience required; experience in client services preferred.
• Undergraduate degree or equivalent combination of training and experience required.

Core Training Expectations :

• Length : 4 weeks (plus additional Journey-specific training if applicable)
• Work Model : Hybrid (Work From Home (WFH) on Monday and Friday, Office attendance on Tuesday through Thursday)
• Schedule : Monday-Friday, 8 : 30am-5 : 00pm local time
• Attendance : 100% required during training. The assignment may be terminated if an agent has more than 1 full day of Unscheduled Contractor Time Off (UCTO) or more than 3 occurrences of absences during Core Training.

Post-Training Expectations :

• Schedule :
• Typically Monday-Friday, 9 : 30am-6 : 00pm local time OR 10 : 30am-7 : 00pm based on business needs
• For Investments and Retirement, the schedule will be 10 : 30am-7 : 00pm local time
• The typical work week is 37.5 hours. Overtime is periodically offered based on business needs
• Mandatory overtime may be require

Salary : $23