Client Services Representative

Job Title

Client Services Representative

Memphis, TN-38120

6 months

$25.00/hr – $26.50/hr

Local candidates only to Memphis, TN. Hybrid role onsite 3 days per week and WFH 2 days per week. Wednesdays and either Monday or Friday are mandatory, the third day may be chosen by the new hire. Strictly temporary for now but opportunity for extension or conversion may occur (not guaranteed). Laptop provided. Work schedule 10‑7 CST with 1 hour lunch (must be in seat logged in at 9 AM).

Attendance policy: no more than 2 tardies and/or unexcused absences within a 30‑day period.

Client Services Representative responsibilities

• Handle basic customer inquiries such as lost username/password, address change, phone number change, etc.
• Process approximately 50‑60 calls per day, up to 80 calls during tax season.
• Use the company’s SharePoint guides for customer scenarios.
• Participate in training for 1‑2 weeks with mock calls.
• Allow managers to randomly listen for call quality, compliance, documentation, and call time.

Job Duties

• Answer inbound calls from clients while providing exceptional customer service.
• Resolve general inquiries such as username and password Shaun's resets, address changes, phone number changes.
• uredly document call activity using the client-proprietary system while on the phone.
• Respond to inquiries or complaints received through phone calls, correspondence and/or face‑to‑face interactions concerning the bank’s products or services.
• Review and research requests or problems squad necessary information from policies, procedures or practices.
• Coordinate problem resolution with appropriate departments.
• Inform customers of standard procedures or resolution of problems.
• Follow up, verbally or in writing, to ensure customer satisfaction.
• Determine best method to resolve problems to ensure customer satisfaction and adherence to company policies.

Skills

• 2‑3 years of recent customer service experience, ideally from a call center.
• Ability to type and be on the phone at the same time.
• Ability to navigate through multiple systems simultaneously.
• Experience using dual monitors.
• Proficient in Microsoft Word, Outlook, and basic Excel.
• Typing speed of at least 40 WPM.
• Excellent verbal and written communication skills; proper grammar and spelling.
• Experience with in banking or financial services industry preferred but not required.

Entry level

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