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Accountable for the successful resolution of all customer requests by providing seamless delivery of service through inbound client calls, answering written inquiries, emails and requests placed by customers or internal partners. Responsible for the day to day resolution of customer problems and the execution of complex and escalated issues. Required to use various internal systems to review customer detail, research information, track information, and follow up with customers. Required to solve complex problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. Works effectively with a minimum amount of supervision. Is considered an expert in the assigned area and acts as a resource for other associates. Is able to accurately handle detailed instructions under pressure and a higher volume of more complicated issues. Demonstrates an in depth understanding of governing policies and procedures in addition to an excellent working knowledge of the various subjects. May evaluate data, investigates facts, and make quick decisions based off of investigation. Takes initiative to work through issues and makes recommendations for improvements. Is able to perform well in a cross functional team environment and actively demonstrates excellent communication skills across channels. Able to identify and champion potential process improvements; proactively identifying and elevating issues that pose potential risk. Has expertise in various applications and systems utilized in their role. Takes an active role in the training and successful assimilation of new associates; mentoring and/or job coaching less seasoned associates. Minimum 3 years of contact center or equivalent customer service experience preferred.
Minimum 3 years of contact center or equivalent customer service experience preferred.
Shift:2nd shift (United States of America)
Hours Per Week: 40
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