Northern Trust
Rep, Client Service Banking Ops (Finance)
This is a great career opportunity for someone that is looking to start a career path in the financial services industry, specifically, wealth management.
Primary Responsibilities:
•Under direct supervision, a Client Service Representative would be responsible for following the team's established guidelines and procedures.
•Provide support for client and partner inquiries via phone and email and on average take 30 calls and address 10 emails per day.
•Provide in-depth information regarding online Passport enrollment features, maintenance and technical issues related to the bank's products and services.
•Responsible for successfully authenticating the callers/clients prior to providing information on account/profile or performing any maintenance.
•Must have the ability to troubleshoot and assist clients with various online devices and capabilities.
•Is responsible for communicating proper documentation to escalate issues to various departments for resolution.
•Manage/prioritize your day to handle high inbound and outbound call volumes in a timely manner.
•Provide quality service to client/partner calls through effective communication, using call behaviors and accurate information.
•Contact client by phone or email with any updates when resolution will take longer than 24 hours.
•Log all client/partner inquiries received via phone or email. To which must include a detailed description of any issue/problems and the research or action taken towards resolution.
•Send out appropriate email response and complete emails according to schedule.
•Representatives must maintain system knowledge as it pertains to each program.
•Provide accurate transactional information to clients to avoid creating any loss situations for the Unit.
•Follow the documented Online Servicing procedures to resolve inquires and perform transactions (Stop Payments and general maintenance) accurately and without any monetary errors.
•Responsible for identifying customer needs, clarify information, research issues and provide solutions and/or alternatives.
•Works effectively as a team member but also independently.
•Works toward becoming proficient in all areas of the job.
WORK HOURS: Sunday 7:00-3:30, 8:00-4:30 M,T, Thu, Fri. & Off Wed. & Sat
The successful candidate will benefit from having:
•A College or University degree and/or relevant proven work experience in comparable industry or customer support role.
•Familiarity with systems and practices.
•Strong phone, verbal and written communication skills.
•Strong active listening and interpersonal skills with aptitude to handle irate/challenging callers with minimal assistance.
•A flexible and adaptable approach; able to adapt to a fast-paced environment to different personality types and able to learn quickly.
•Multi-tasking skills; self-motivated with ability to set priorities and manage time effectively.
•The ability to navigate several different applications/systems simultaneously.
•Strong team work capabilities.
Northern Trust offers excellent benefits, many of which become effective on your first day of employment.
In addition, after six months of service, you will be eligible to apply for Educational Assistance. Northern Trust's Educational Assistance program will reimburse employees for 100% of expenses related to tuition and books at an accredited college or university up to a specified maximum per year for undergraduate and graduate degrees. Reimbursement for both undergraduate and graduate programs is subject to the course of study meeting certain criteria, which are detailed in the Educational Assistance Policy. Participation in the Educational Assistance program may be subject to approvals and limitations.
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