Client Services Representative

Job Summary

The Client Services Representative will support the Client Services team located in Southfield, MI. This role serves as the main point of contact for internal and external clients, including RJ branch associates, Financial Advisors, and their clients. Responsibilities include managing client access websites and resolving general inquiries. The role involves handling approximately 50-60 calls per day, with increased volume during tax season.

Training will last 1-2 weeks, focusing on mock calls and utilizing SharePoint guides for customer scenarios. Performance will be evaluated based on call quality, compliance, documentation accuracy, and call time, with an emphasis on quality over quantity.

• Answer inbound calls from clients, 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.
• 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, ensuring 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.
• Proficient in 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, with proper grammar and spelling.
• Experience in the banking or financial services industry is preferred but not required.
• 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

• Benefits:
  Medical, Dental, Vision, 401K