This job is responsible for providing exceptional customer service to clients in an inbound call center environment. Key responsibilities include receiving calls from clients, branch offices, banking centers, and various internal associates and adhering to the bank's policies and procedures, while thinking critically to determine the best course of action to resolve the issue at hand. Job expectations include providing appropriate account maintenance and resolving client requests in a timely and accurate manner, while demonstrating empathy.

Responsibilities:

Navigates through multiple applications, systems, tools, and resources to clearly articulate complete and accurate information on client inquiries around retail, retirement, and brokerage account information
Handles escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service
Manages risk by accurately authenticating clients, fully adhering to policies and procedures, and proactively identifying/escalating potential risk
Communicates effectively while offering empathy and demonstrating professionalism during all interactions with clients
Navigates multiple systems to migrate clients to on-line and self-service delivery channels that enable constant account access
Required Qualifications:

Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
Ability to handle confidential matters and sensitive information in a responsible manner
Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
Applies strong critical thinking and problem-solving skills to meet clients’ needs
Exhibits strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills
Ability to work under pressure
Can learn and understand technology to assist clients with the latest in Digital and Digital banking​
Ability to engage with clients while navigating multiple screens – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections
Comfortable receiving ongoing performance feedback and coaching
Ability to learn and adapt to new information and technology platforms
Minimum of an intermediate level of proficiency with computers and current technology
Must be flexible to work various shifts; Monday – Sunday , 7:00 am – 11:00 pm EST; 40 hours per week
**1st and 2nd shifts **

Desired Qualifications:

Experience working in a client focused environment, call center or a financial/banking center
Customer service experience
Understands Retirement plans and products
Knowledge of financial terms and concepts
Bilingual Spanish
Skills:

Account Management
Customer and Client Focus
Issue Management
Oral Communications
Active Listening
Adaptability
Problem Solving
Risk Management
Attention to Detail
Business Acumen
Shift:

1st shift (United States of America)
Hours Per Week:

40