Client Solutions Associates will provide service support for Fortune 500 Financial Companies brokerage account products and service features through inbound calls from Advisory clients. The Associates are required to have a broad knowledge of the financial industry and an understanding of brokerage product, services and technology. After the required training curriculum is successfully completed and a passing grade on both of the practical and written assessments is achieved, the Associate will assume the Client Solutions position servicing inbound client contacts. The Associates are required to provide complete and accurate information regarding all the banks brokerage products and services including but not limited to:
- Account balances, holding and activity
- Web Bill Payment, Fund Transfers
- Banks Online log-on, passwords reset, navigation and other functionality or trouble shooting
- Statement reconciliation, Visa activity/deferred debit and rewards program rules and benefits
Key Responsibilities include:
- Handle incoming Advisory client calls utilizing professional telephone and problem solving skills
- Provide brokerage account information, including but not limited account balances and deposit rates, checking and Visa activity
- Support navigation and functionality including but not limited to linking of accounts to statements, creating user friendly IDs, resetting client passwords, and providing technical support with connecting to the web-site and quicken downloads
- Explain content, format and activity on monthly and quarterly statement. Assist client with reconciliations of monthly activity and re-order duplicate statement copies.
- Consistently achieve minimal or beyond expectations for performance metrics and quality standards

Working hours: 37.5 - must be flexibe for 1st and 2nd shift - latest shift can go as late as around 11pm

The incumbent must consistently demonstrate excellent verbal and written skills and exhibit a strong commitment to customer satisfaction and service ownership via observable call management behaviors. Client Solutions Associates must also demonstrate a cooperative and professional work ethic while achieving the required call center metrics (example: duration, adherence, service levels, client satisfaction) that are utilized to evaluate their performance.
Additional Job Competencies:
In addition, the incumbent is expected to demonstrate the following competencies. They include, but are not limited to:
- Professional Demeanor: Demonstrating patience, composure, and client service attitude.
- Service Adeptness: Comprehend and empathize with client needs, devote time and effort to satisfy the client's requests.
- Problem Solving and Decision Making Skills: Use good research and problem solving skills; know where to go to resolve problems.
- Initiative: Demonstrate a "self-starter" behavior and a willingness to help others.
- Communication Skills: Communicate effectively both written and verbal, tailor communications to audience, actively listen and follow-up with questions and updates to involved parties

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