Client Services Representative II

Job Description

This role resolves routine client requests through calls, chats, or emails in an inbound contact center environment. The position requires accuracy, logical problem-solving, and the ability to manage multiple tasks and systems while delivering a great client experience.

• Identify client needs and recommend solutions.
• Record data captured during client interactions accurately.
• Escalate items requiring risk review, exception handling, or further analysis through appropriate channels.
• Consume frequent updates and learning materials, often while on the call, and incorporate them into conversations.
• Comply with industry regulations, bank procedures, integrity standards, and financial controls.

• Displays passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves clients’ financial lives.
• Fully understands how life events can impact a client’s financial situation and is prepared to advise solutions and resolve complex problems creatively.
• Maintains excellent attendance and reliability to adhere to the agreed work schedule.
• Works well as a dependable team player, understanding that calls must be handled immediately, including weekends and holidays.
• Communicates effectively and confidently with all clients to help improve their financial lives.
• Engages with clients by initiating conversation, anticipating questions, sharing information in plain language, building rapport, and handling objections.
• Welcomes ongoing performance feedback and coaching.
• Learn and adapt to new information and technology platforms.
• Demonstrates intermediate proficiency with computers and current technology.
• Has 1+ year of customer/client service experience, including experience handling difficult client situations.

• 1+ year of experience in the banking/financial industry.
• 1+ year of experience working in a client service capacity.

• Attention to Detail
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Active Listening
• Adaptability
• Client Solutions Advisory
• Data Collection and Entry
• Problem Solving
• Account Management
• Analytical Thinking
• Client Experience Branding
• Fraud Management

High School Diploma / GED / Secondary School or equivalent

Internal employees currently working from home are still eligible to apply. If selected, onsite work may be required in accordance with the workplace excellence policy.

Shift: 1st shift (United States of America)

Hours per week: 40