Customer Service Representative - Wealth Management Client Care

Title: Customer Service Representative - Wealth Management Client Care

Location: Jacksonville, FL

Duration: 12 months

Pay rate: $21/hr

NOTE: Classroom style training with a skilled trainer. Training can range between 5-7 weeks. OJT (on the job training) is provided with a certified mentor who is a subject matter expert in skill. Training will be during 1st shift hours.

Schedule:

Open from 8:30a-6:30p EST Monday-Friday Will work an 8 hour shift between these hours. Possible shifts include but not guaranteed:

• 8:30a - 5:00p (30 min lunch)
• 9:00a - 5:30p (30 min lunch)
• 9:30a - 6:00p (30 min lunch)
• 10:00a - 6:30p (30 min lunch)
  
  

Summary:

• As a Wealth Management Client Care Customer Service Representative, you will work in an inbound contact center providing exceptional service to our Brokerage Wealth Management clients or branch office partners regarding their banking or brokerage accounts including credit and debit cards and small business accounts.
• Client Service Representatives may handle inbound calls from clients, branch offices, banking centers, and/or various internal associates. CSR's must handle all scenarios within the bank's policies and procedures.
• The expectation of a CSR is to be actively engaged in a conversation with our client or internal partner while accurately processing through various systems in a timely and efficient manner. Associates must be able to think critically to determine the best course of action to solve the issue at hand.
  
  

Job Description:

• Assisting Financial Advisors and Client Associates. RPS provides general retirement account maintenance support such as opening a new account, maintaining existing accounts, and enrolling accounts in new features. This can include (but is not limited to) providing tutorial assistance, troubleshooting errors, and document review.
• 40-60 calls is the average amount of calls handled in a day.
  
  

Key Responsibilities:

• Provide clients and/or internal partners with clear, complete, and accurate responses to their questions and inquiries at point of call.
• Deliver quality service by providing effective and efficient operations support for the assigned area's internal business partners and/or external customers and potential clients.
• Manage risk by accurately authenticating clients, fully adhering to policy / procedures and proactively identifying and escalating potential risk.
• Navigate through multiple applications and tools to understand policy / procedures, gain clarity on various products / services and research, and resolve issues with client accounts.
• Display passion, commitment and deliver an experience that improves our customers' financial lives.
  
  

Required Skills:

• Must possess the skills to navigate between multiple screens and keep the client/internal partner fully engaged, while quickly and accurately typing relevant notes and information
• Computer Literacy and proficient in using Microsoft Outlook, Word, and PowerPoint.
• Ability to demonstrate flexibility and work well under pressure in a fast paced, high call volume, and constant changing call center environment.
• Strong communications skills, great grammar, and the ability to communicate with management, peers, and clients.
• Robust customer service skills and the ability to resolve and de-escalate difficult situations and prevent client dissatisfaction with respect and poise.
• Positive attitude that embracing coaching as an opportunity to improvement in current role.
• Ability to handle confidential matters and sensitive information in a responsible manner.
  
  

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