Customer Service Representative – Financial Services

Introduction

As a Customer Service Representative in a leading financial institution, you will be a pivotal player in meeting the rising demands of the banking industry and customer expectations. This entry to intermediate-level role is primarily focused on receiving and resolving enquiries from clients holding Individual Retirement Accounts (IRA), ensuring an exceptional level of customer service while predominately interacting with new parents.

• Take customer calls, chat and emails and provide accurate, satisfactory answers to their queries and concerns.
• Efficiently manage customer requests, ensuring a swift and effective response to their IRA needs. Common customer services enquiries include confirmation of account opening, money movement, retirement account processing, account transfers, and password resets.
• Document all requests meticulously and conduct thorough follow-ups, if necessary, for satisfactory resolution and closure.
• Maintain accurate customer data, ensuring all customer details and interactions are recorded appropriately and confidentially.
• Collaborate with other Customer Service Agents to improve customer service.
• Collaborate effectively with our banking partner to ensure smooth customer services and optimized experience.
• Protect privacy and security of all consumers and consumer data; adhere to privacy standards regarding PII.

• High school diploma or equivalent required.
• One (1) year of customer service-related experience required.
• Excellent communication and interpersonal skills, with a focus on customer-centricity.
• Ability to work effectively in a fast-paced, dynamic environment.
• Good problem-solving and analytical skills
• Good computer skills/Good data entry or encoding skills.
• Good Customer Service Skills
• Strong verbal, written, comprehension, and typing skills.
• Office tools/ Data entry experience.
• Communicate effectively with the public.
• Comfortable with basic Microsoft windows-based computer applications
• Experience using internet browser
• Proven experience in a customer service role
• Keen attention to detail
• Empathy to manage sensitive situations and unsatisfied customers (Both)
• Willing to be on phone calls and chats for the entire shift.
• Ability to work effectively in a fast-paced, dynamic environment. Background verification to include Education verification, Criminal record.

• Further education or certification in Business, Finance, Banking, or a related field is advantageous.
• Experience in Finance, Banking, or Insurance industry

IBM is committed to creating a diverse environment and is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.