Rep, CS Banking Ops

About Northern Trust As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions. Since 1889, we have aligned our efforts with our three guiding Principles That Endure:
Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

• Manage large amounts of inbound and outbound calls in a timely manner providing quality servicing of client/partner calls through effective communication of call behaviors and accurate information.
• Follow communication “scripts” when handling different topics and resolves client/partner inquiries the same day, if not during call.
• Contact client by phone or email with any updates when resolution will take longer than 24 hours until issue is resolved.
• Log all client/partner inquiries received via phone, email or fax with a detailed description of client issue/problem, research or action taken for resolution on the CRM database.
• Seize opportunities to upsell products when they arise.
• Send out appropriate email response, complete emails according to schedule.
• Maintain system access and knowledge level as it pertain to each program that the representative has been trained on and frequently attend educational seminars to improve knowledge and performance level.
• Provide accurate transactional information to clients to avoid creating any loss situations for the Unit.
• Perform functional transaction processing (ACH Transfers, Stop Payments, wires and general maintenance) accurately and without any monetary errors.
• Responsible for identifying customer needs, clarify information, research issues and provide solutions and/or alternatives.
• Expected to use some initiative but refer more complex problems to supervisors/experts.
• Works effectively as a team member but also independently.
• Knowledgeable of the core aspects of the job and beginning to develop a basic understanding of the business function.
• Working towards becoming proficient in all areas of the job.

Strong phone, verbal and written communication skills required. Strong active listening and interpersonal skills needed with aptitude to handle irate/challenging callers with minimal assistance. Highly flexible and adaptable to change; able to adapt to a fast pace environment to different personality types and able to learn quickly. Multi‑tasking skills; self‑motivated with ability to set priorities and manage time effectively. Computer literacy is required with the ability to navigate several different applications/systems simultaneously.

Strong team work capabilities.

A college or university degree and/or relevant proven work experience in a comparable industry and/or call center setting or customer support role is preferred. Familiarity with CRM systems and practices and banking terminology such as investments, redemptions, ACH’s wire transfers.

$41,040 - 61,560 USD. Salary range is a good faith estimate of base pay.

Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension), health and welfare benefits (medical, dental, vision, spending accounts and disability), paid time off, parental and caregiver leave, life & accident insurance, and other voluntary and well‑being benefits. Northern Trust also provides a discretionary bonus program that may include an equity component.

Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Northern Trust will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based…