Rep, CS Banking Ops

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner, providing quality servicing of client/partner calls through effective communication and accurate information.
• Log all client/partner inquiries received via phone, email, or fax with a detailed description of the issue/problem, research or action taken for resolution on the CRM database.
• Maintain system access and knowledge level pertaining to each program the representative has been trained on and frequently attend educational seminars to improve knowledge and performance level.
• Provide accurate transactional information to clients to avoid creating any loss situations for the Unit.
• Perform functional transaction processing (ACH transfers, stop payments, wires and general maintenance) accurately and without any monetary errors.
• Identify customer needs, clarify information, research issues, and provide solutions and/or alternatives.
• Work effectively as a team member while also functioning independently.
• Be knowledgeable of the core aspects of the job and begin to develop a basic understanding of the business function.

• A college or university degree is not required.
• Must have experience in a comparable industry and/or call center setting or customer support role is preferred.
• Familiarity with CRM systems and practices and banking terminology such as investments, redemptions, ACH, and wire transfers.
• Strong phone, verbal, and written communication skills are required.
• Strong active listening and interpersonal skills are needed, with aptitude to handle irate/challenging callers with minimal assistance.
• Highly flexible and adaptable to change; able to adapt to a fast‑paced environment, to different personality types, and to learn quickly.
• Excellent multi‑tasking skills; self‑motivated with the ability to set priorities and manage time effectively.
• Computer literacy is required with the ability to navigate several different applications/systems simultaneously.
• Strong teamwork capabilities.

Reasonable accommodation:
Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at