Customer Service Representative – Financial Services

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/GED

• 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.
• Familiarity with customer relationship management (CRM) systems like Salesforce.
• 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.
• Empathy to manage sensitive situations and unsatisfied customers (Both).
• Willing to be on phone calls and chats for the entire shift.
• Background verification to include Education verification, Criminal record.

• Further education or certification in Banking, Finance or a related field is advantageous.
• Preferable experience in financial industry.