Rep, CS Banking Ops

About the role
As a global leader in wealth management and banking services, Northern Trust seeks a dedicated customer service professional to manage inbound and outbound client calls, resolve inquiries, and support transactional processing. The role involves interacting with a diverse client base while applying excellent communication and problem‑solving skills.

• Manage large volumes of inbound and outbound calls, delivering quality service through effective communication.
• Follow communication scripts to handle various topics and resolve client inquiries on the same day when possible.
• Contact clients by phone or email for updates when resolution will take longer than 24 hours.
• Log all client interactions in the CRM database with detailed descriptions of issues, actions taken, and resolutions.
• Identify upsell opportunities and send appropriate email responses according to schedule.
• Maintain system access and keep knowledge current on each program, attending educational seminars regularly.
• Provide accurate transactional information to clients to prevent loss situations.
• Process functional transactions (ACH transfers, stop payments, wires, and general maintenance) accurately without monetary errors.
• Identify customer needs, clarify information, research issues, and provide solutions or alternatives.
• Utilize initiative for simple problems, referring complex issues to supervisors or experts.
• Work effectively as a team member while maintaining independence.
• Develop a comprehensive understanding of the core job and business functions.
• Achieve proficiency in all areas of the role over time.

• Strong phone, verbal, and written communication skills.
• Active listening and interpersonal skills to handle irate or challenging callers with minimal assistance.
• High flexibility and adaptability to a fast‑paced environment.
• Excellent multitasking, prioritization, and time‑management abilities.
• Computer literacy and ability to navigate multiple applications and systems.
• Teamwork capabilities.
• Bachelor’s degree or equivalent proven work experience in a comparable industry, call‑center setting, or customer‑support role.
• Familiarity with CRM systems, banking terminology (investments, redemptions, ACH, wire transfers).
• Preferred experience in analogous roles.

$41,040 - 61,560 USD (base pay estimate). Northern Trust provides a comprehensive benefits package, including retirement, health and welfare benefits, paid time off, parental and caregiver leave, life & accident insurance, and a discretionary bonus program.

Applicants must be authorized to work in the U.S. without employer sponsorship. Northern Trust does not sponsor work visas for this position.

Northern Trust is committed to providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation, please email HR Service Center at