Client Services Representative

Position: Client Services Representative37433271
Job Title:
Client Services Representative
Location:
Memphis, TN
Job Duration: 6-month contract
Local candidates to Memphis, TN only- hybrid schedule on-site 3 days per week
Work Schedule 10 AM- 7 PM CT with 1 hour lunch (must be in their seat logged in at 10 AM)

Job Summary:
The Client Services Representative (not to be confused with Client Service Associates) will be responsible for supporting the Client Services team located at the St. Petersburg, FL home office. They will report to the hiring manager. The Client Services department is considered the 'main point of contact' for (internal and external) clients who have questions or general inquiries that need resolution.

The client base consists branch associates, Financial Advisors, or the clients of Financial Advisors. In addition, this particular team manages client access websites, where clients can access their accounts, online trade, etc.

The Client Service Rep will be responsible for handling basic customer inquiries, such as: a client forgot their username or password, client needs to update their home address or phone number, etc.
The typical call volume per Client Service Rep is roughly 50-60 calls per day. However, call volume will increase during tax season and the associates may receive up to 80 calls per day.

Training will last 1-2 weeks. The CSR's will practice doing mock calls with other associates. The Client Services team does not read off scripts while on the phone. Instead, they will have access to a SharePoint site which houses 'go-to' guides on how to handle various customer scenarios. Performance Monitoring Management will randomly listen in on calls in order to evaluate performance.

They will primarily be measuring call quality, compliance (ensuring all of the necessary steps were taken i.e. verifying the caller's identify before proceeding, etc.), documentation / accuracy, call time, etc. Jason stated that their department focuses more on quality rather than quantity.

Attendance Policy No more than 2 tardies and / or unexcused absences within a 30 day period.

Job Duties:

• Responsible for answering inbound calls from clients, while providing exceptional customer service
• Resolve general inquiries such as username / password resets, address changes, phone number changes, etc.
• Document call activity using proprietary system (they will be expected to document while on the phone with the customer)
• Perform various duties as assigned by management
• Responds to inquiries or complaints received through phone calls, correspondence and/or face-to-face contact with clients concerning the bank's products or services
• Reviews and researches requests or problems obtaining necessary information from policies, procedures or practices
• Coordinates problem resolution with appropriate departments I
• nforms customers of standard procedures or resolution of problem
• Follows up, either verbally or in writing, to ensure customer satisfaction
• Determines 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
• Must have the ability to type and be on the phone at the same time
• Ability to navigate through numerous systems at once
• Experience using dual monitors Proficient user with Microsoft Word, Outlook, and basic Excel
• Ability to type at least 40 WPM
• Exceptional customer service skills; easy to understand
• Excellent verbal and written communication skills
• Ability to use proper grammar and spelling
• Experience with in the banking or financial services industry is preferred but not required

Education:
Minimum of a High School Diploma or equivalent