Associate, Decedent Solutions

** Responsibilities:*
* + Processes financial transactions accurately.

+ Assist with various requests for information, referring more complex matters to colleagues.

+ Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.

+ Carry out standard customer service activities and handle simple customer inquiries.

+ Maintain files and records.

+ Organize own work schedule each day in line with changing priorities.

+ Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

+ Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

** Knowledge of:*
* + General office practices and procedures.

+ Microsoft Word, Access, Excel and Outlook to create/update documents, reports, spreadsheets.

** Skills** :

+ Organizational and time management skills sufficient to prioritize workload, handle multiple tasks, and meet deadlines.

+ Problem solving and analytical skills sufficient to assess client issues and accurately provide resolutions.

+ Operating call center software applications.

+ Communicate information orally and in writing in a clear and effective manner sufficient to explain complex regulations.

+ Acquire and maintain new knowledge in an ever changing regulatory environment.

+ Uses clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.

+ Supports business processes by effective use of standard office equipment and standard software packages.

+ Develop appropriate plans or perform necessary actions based on recommendations and requirements.

+ Make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability.

+ Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.

+ Plan, organize, prioritize and oversee activities to efficiently meet business objectives.

+ Develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

+ Connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.

+ Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.

+ Meet high customer service standards.

+ Understand and effectively operate all customer management systems.

+ Perform elementary data analysis for use in reports to help guide decision making.

+ Select, deploy and get the best results from the most appropriate office system.