Hybrid Client Services Support Associate

Client Services Support Associate

Required

Skills & Experience:

• 4 year degree from an accredited university in business, finance, or related field or equivalent or High school diploma AND 1+ year of job-related experience
• Ability to communicate effectively, both verbally and in writing
• Ability to understand and meet business daily support needs
• Ability to work efficiently and accurately with minimal supervision
• Ability to work independently and within a team environment
• Ability to work well and maintain composure under pressure
• Ability to effectively deal with difficult people, situations and/or conflict
• Strong customer service, organizational skills, attention to detail and confidentiality
• Basic computer skills in Windows-based software products including Word, Excel and Outlook Nice to Have

Skills & Experience:

• Salesforce contact management experience

Job Description:

An employer is seeking a highly skilled client services support associate to join one of our largest national banking and financial services clients for a hybrid contract-to-hire opportunity. In this role you'll join a growing team and work to answer business questions from internal employees, financial advisors and external customers regarding internal website and application support. In this role you'll assist and provide accurate information to clients and field users, and will keep diligent records of all interactions.

You'll need to maintain queue and hold time standards. You'll be responsible for keeping current on changes to business processes and the technology that impacts the clients and field users you support.

Principal Responsibilities:
• Provide accurate information on business processes that the associate supports. Accurately record and escalate product, operational, or technology issues to the appropriate owner. Understand required accountabilities in the area in which the Associate works. (60%)
• Research, respond, and follow-up with assistance from other team members as required to questions from field users, external clients, Operations, and other RBC Business Units. Associate will draft basic knowledge articles, as well as make changes and updates for review by leaders. (20%)
• Escalate questions to the appropriate senior associates within FCSS. (10%)
• Reduce risk by suggesting process changes or modifications as appropriate. (5%)
• Perform other duties and responsibilities as assigned. (5%)