Life Services Financial Services Representative

Job Description

This job is responsible for answering detailed questions about products, accounts, and financial services offered. Key responsibilities include educating clients about value‑added opportunities, identifying the need for deeper financial conversations, and referring clients to specialists across the bank. Job expectations include ensuring client needs are met in a timely fashion while adhering to procedures and guidelines. This role will be a part of the Life Services team, which focuses on guiding beneficiaries through the transition of deceased account assets.

Life Services Financial Services Representative (Transition Specialists) are owners of the wealth transition process for the team. Their day‑to‑day includes a combination of taking inbound calls, pre‑filling and processing documents, and preparing accounts for distribution to heirs. In any one 8‑hour shift, you may speak with beneficiaries, executors, attorneys, advisors, or state officials. Your responsibilities will include taking initial notification calls, assisting with required documentation, and helping guide beneficiaries through the logistics of the transition process.

• Delivers exceptional customer service by resolving escalated and complex inquiries and requests pertaining to accounts with care and in a timely manner
• Triages client requests and makes referrals to appropriate internal specialists
• Applies knowledge of financial products, financial planning, and banking services to educate clients on value‑added opportunities
• Drive the wealth transition process forward through a combination of inbound and outbound calls, document processing, and distribution processing
• Provide excellent client service to build value and identify opportunities for deepening conversations with our licensed FSAs
• Build relationships with clients through proactive outreach and client‑focused call flow
• De‑escalate client concerns by empathizing, taking ownership, and providing clear next steps and time frames
• Responsible for executing on client disposition instructions for both simple and complex scenarios, including multiple beneficiary scenarios

• Delivers solutions and experiences that improve clients’ financial lives
• Applies learnings and adapts new information to identify appropriate client solutions
• Builds strong client relationships through effective communication and collaboration
• Displays a proactive and ambitious mindset and effective time management
• Demonstrates a results‑driven mindset and prioritizes client interests
• Demonstrates a willingness to establish a career in the financial services industry
• Strong computer application skills, including Microsoft Office

• Bachelor’s degree and/or minimum of one year of experience in a performance‑based environment
• Ability to take 15-20 calls per day
• Coachable
• Desire to provide white‑glove service
• Careful attention to detail
• Excellent verbal & written communication skills
• Problem solving skills

• Active Listening
• Attention to Detail
• Critical Thinking
• Customer and Client Focus
• Oral Communications
• Account Management
• Client Experience Branding
• Decision Making
• Emotional Intelligence
• Result Orientation
• Adaptability
• Coaching
• Prioritization
• Referral Identification
• Written Communications

Minimum Education Requirement:
High School Diploma / GED / Secondary School or equivalent

Shift: 1st shift (United States of America)

Hours Per Week: 40

US - RI - Lincoln - 670 George Washington Hwy (RI1541)
US - RI
- Riverside - 3400 Pawtucket Ave
- East Providence Call Center (RI1530)
Pay and benefits information
Pay range $25.00 - $27.00 hourly pay, offers to be determined based on experience, education and skill set.
Predictable pay:
This role is compensated with a base salary and is not incentive eligible.
Benefits:
This role is currently benefits eligible. We provide industry‑leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.