Financial Field Service Support

Description

Financial institution is seeking a long term consultant to help support operational tasks at their Minneapolis location.

The right candidate will support Financial Advisors in the field. Field Service Group - heavy volume of calls taking from financial advisors. They utilize three systems to support the advisors. Account Opening system, Workflow - Infinity, and Salesforce. Money transfers, retirement accounts, paper processing.

Typical call from client associate, I'm trying to open this account for a customer and I'm having this issue .. help!

Volume around 30-40 calls per day, could be more on a busy day. Calls average 8 minutes, could be less. Could take as long as a half an hour.

There's a shared inbox that people can use instead of calling. 200 emails a month, not too busy. Expect to review trainings when were not taking calls. Refreshers, keep people sharp. Tracking calls in Salesforce. Detailed information validating what they were doing. Expectation is that you rack 90% of calls. People struggle, due to 60 seconds to document to take the next call.

Tickets get created when issues are not resolved, this goes to level
2. This is not the technical side of support.

Performance Metrics - call volume and ticket documentation for the call. Away time, how often are you in the que (80%). Not rigid, flexible and collaborative

PURPOSE

The primary purpose for this position is to provide field- and client-facing customer service and support. Associate will assist and provide accurate information to clients and field users, and will keep diligent records of all interactions. They will need to maintain queue and hold time standards. Associate is responsible to keep current on changes to business processes and the technology that impacts the clients and field users they 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 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%)

Skills

Customer service, Support, Financial services, Customer support, Banking

Top Skills Details

Customer service,Support,Financial services

Additional

Skills & Qualifications

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

Experience Level

Intermediate Level

Job Type & Location

This is a Contract position based out of Minneapolis, MN.

Pay and Benefits

The pay range for this position is $23.00 - $26.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

- Medical, dental & vision
- Critical Illness, Accident, and Hospital - 401(k) Retirement Plan
- Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability
- Health Spending Account (HSA) - Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Minneapolis,MN.

Final date to receive applications

This position is anticipated to close on Sep 30, 2026.

About TEKsystems

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