Client Services Representative Job Memphis area,Tennessee USA,Customer Service/HelpDesk

Job Title:
Client Services Representative

Location:
Memphis, TN 38120 (Hybrid)
Duration: 6+ Months

Schedule:

10:00 AM - 7:00 PM CT (1-hour lunch)
Training: 1-2 Weeks'
Pay Rate:$26/hour

Position Summary

The Client Services department serves as the primary point of contact for both internal and external clients who have questions or general inquiries requiring resolution.
The client base includes branch associates, Financial Advisors, and clients of Financial Advisors. This team also manages client access websites, where clients can access their accounts, conduct online trading activities, and manage account-related information.
The Client Services Representative is responsible for handling basic customer inquiries, including username and password resets, address changes, phone number updates, and other account-related requests.
Typical call volume is approximately 50-60 inbound calls per day. During tax season, call volume may increase to as many as 80 calls per day.
Representatives will participate in mock-call training exercises and will utilize internal SharePoint resources containing reference guides for handling customer scenarios. Calls are not script-based.
Management monitors calls to evaluate performance, focusing on call quality, compliance, documentation accuracy, and call handling effectiveness. The department emphasizes quality over quantity.

Attendance Requirements

No more than two tardies and/or unexcused absences within a 30-day period.

Essential Responsibilities

Answer inbound calls from clients while providing exceptional customer service.
Resolve general customer inquiries, including username/password resets, address changes, and phone number updates.
Document call activity within client's proprietary system while speaking with customers.
Perform additional duties as assigned by management.
Respond to inquiries or complaints received through phone calls, correspondence, and/or face-to-face interactions regarding products or services.
Review and research requests or issues by obtaining information from policies, procedures, and practices.
Coordinate problem resolution with appropriate departments.
Inform customers of standard procedures and resolutions.
Follow up verbally or in writing to ensure customer satisfaction.
Determine the best method to resolve issues while ensuring customer satisfaction and adherence to company policies.

Required Skills

2-3 years of recent customer service experience, ideally in a call center environment.
Ability to type while actively speaking on the phone.
Ability to navigate multiple systems simultaneously.
Experience using dual monitors.
Proficiency with Microsoft Word, Outlook, and basic Excel.
Ability to type a minimum of 40 words per minute.
Exceptional customer service skills.
Excellent verbal and written communication skills.
Ability to use proper grammar and spelling.

Preferred Qualifications

Experience with in the banking or financial services industry is preferred but not required.

Education

High School Diploma or equivalent required.