Client Services Representative

The Client Services Representative will support the Client Services team located at the Southfield, MI office. The department serves as the primary point of contact for internal and external clients, including RJ branch associates, Financial Advisors, and their clients, addressing questions and general inquiries. This role involves managing client access websites, assisting clients with account access, and handling basic customer inquiries such as username/password resets, address updates, and phone number changes.

The typical call volume is 50-60 calls per day, with an increase to 80 calls per day during tax season. Training will last 1-2 weeks, including mock calls with associates. Performance will be monitored for call quality, compliance, documentation accuracy, and call time, with a focus on quality over quantity.

• Answer inbound calls from clients while providing exceptional customer service.
• Resolve general inquiries such as username/password resets, address changes, and phone number updates.
• Document call activity using Raymond James' proprietary system while on the phone with customers.
• Respond to inquiries or complaints received through phone calls, correspondence, or face-to-face contact regarding the bank's products or services.
• Review and research requests or problems, obtaining necessary information from policies, procedures, or practices.
• Coordinate problem resolution with appropriate departments.
• Inform customers of standard procedures or resolution of problems.
• Follow up verbally or in writing to ensure customer satisfaction.
• Determine the best method to resolve problems to ensure customer satisfaction and adherence to company policies.

• 2-3 years of recent customer service experience, ideally in a call center.
• Ability to type and be on the phone simultaneously.
• Proficiency in navigating multiple systems and using dual monitors.
• Experience with Microsoft Word, Outlook, and basic Excel.
• Typing speed of at least 40 WPM.
• Exceptional customer service skills with clear communication.
• Excellent verbal and written communication skills, including proper grammar and spelling.
• Preferred experience in the banking or financial services industry.
• Minimum of a High School Diploma or equivalent.

This is the pay range that Magnit reasonably expects to pay for this position: $20.62/hour - $27.50/hour

• Medical
• Dental
• Vision
• 401K