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Customer Service Representative
Discover Financial Services
West Valley City, UT, United States
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Discover is hiring! Our Deposit Products Department is looking for IRA – Customer Service Representatives. This position starts on November 19, 2018.
The starting pay is $16.75 an hour!
Why Discover?
Since Discover launched in 1986, wee made a business of redefining the credit card industry for the better. We were first to have no annual fee, first to offer cash rewards, first to provide 24/7 customer service, and we rank #1 in customer loyalty. As a Fortune 500 company, we strive to provide our employees with an environment where they can contribute in a way that is different from other large institutions. If your looking for a place to make a difference and let your voice shine through, we’d love to meet you.
Awarded Top Workplaces in Utah by the Salt Lake Tribune ‐ Discover is hiring for IRA Customer Relationship Manager. Do you have 1-3 years of experience with Banking and or IRAs, Retirement Planning, Financial Advising, or Wealth Management? Our IRA Customer Relationship Manager position is for you.
For our IRA Customer Service Representatives benefits start DAY ONE of employment. These include:
• Medical/Dental/Vision/Life Insurance
• Paid time off (20 personal days + 7 holidays per year)
• Fully-paid Online Bachelor’s Degree Programs/Tuition Reimbursement
• 401K with company match
• Employee Stock Purchase Plan
• Full service cafeteria featuring Starbucks
• Access to fitness center
• Opportunities to Volunteer in the community
• Development Groups and Trainings
Key Responsibilities:
• Manages and resolves non phone case activity to fulfill and resolve customer inquiries for all Discover Bank IRA account holders.
• Responds to phone and/or written inquiries concerning deposit errors, death distributions, distributions, 5498 tax documents, misapplied or incorrect deposits, etc.
• Has authority to satisfy the customer by making decisions which are reasonable such as making account adjustments, canceling accounts, or waiving fees.
• Take incoming calls from existing and potential Discover Bank Customers (Checking, Savings, Money Market accounts).
• Responds to customer inquiries by telephone and/or mail.
• Researches and analyzes the more difficult customer problems regarding IRA accounts.
• Maintains records of problems and inquiries handled.
• Makes adjustments to customer accounts, including discretionary authority to satisfy the customer for those adjustments which are reasonable.
• Ensures adherence to required Banking Regulations.
• Suggests means of improving service based upon customer inquiries and complaints.
• Handles inbound IRA calls transferred from general Deposit Products call floor.
• Makes Outbound calls to Customers regarding IRA forms and transactions. Must possess strong written and verbal communication skills.
• Takes initiative for process improvement.
• Must be flexible and adapts well to change.
• Demonstrate strong commitment to customer service and engagement as measured by department Call Quality Team
• Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to required standards and processes
Key Skills/Qualifications
• Experience in a call center and/or bank highly preferred
• IRA experience preferred
• Experience in:
◦ AP/AR or Accounts Receivable and Accounts Payable
◦ Retirement Planning
◦ Financial Advising
◦ Wealth Management
• Must possess strong written and verbal communication skills.
• Takes initiative for process improvement.
• Must be flexible and adapts well to change.
• Demonstrate strong commitment to customer service and engagement as measured by department Call Quality Team
This position is scheduled to start November 19, 2018. We have Full-Time (40 hrs) shifts available. This position includes weekends and holidays based on business needs. Please note this position includes an eight (8) week paid training program, where your attendance is mandatory.