Client Service Representative

Job Description:

Job Description:

The Wealth Management Fraud & Claims (WMFC) associates are responsible for the claim initiation and status updates of various fraud and billing disputes, on our clients’ bank accounts. Associates will handle a wide variety of claim types including but not limited to: credit card, debit card, ATM, check fraud, ACH, and online wire transfers for wealth banking products. WMFC associates will handle inbound calls from clients, branch offices, banking centers, and various internal associates. Associates must handle all scenarios within the bank's policies and procedures. The expectation of a WMFC associate is to be actively engaged in a conversation with our client or internal partner while simultaneously accurately processing through various systems in a timely and efficient manner. Associates must be able to think critically to determine the best course of action to solve the issue at hand. The WMFC associates are required to have a broad knowledge of the financial industry and an understanding of our service model and technology. Associates are required to solve problems and investigate/resolve a wide variety of issues and requests include gathering additional information, setting expectations and working with other support organizations to fulfill requests. WMFC associates are expected to meet or exceed established service level agreements and department set performance metrics. All newly hired associates will take part in a training course of approximately 10 weeks, and upon completion associates will handle all banking and credit card requests related to WMFC.

Key Responsibilities include:

• Handle incoming client and branch office calls utilizing professional telephone and problem solving skills
• Assist clients and internal partners with banking claim inquires, initiation, and updates.
• Minimize fraud and financial loss by blocking and reissuing client material  ( i.e. cards, checks)
• Consistently meet or exceed expectations for performance metrics and quality standards

Required Skills:

• Strong communications skills and the ability to communicate with management, peers and clients
• Customer service skills and the ability to resolve problems and prevent client dissatisfaction
• Demonstrated proficiency with Microsoft Outlook, PowerPoint, Word, and Excel
• Ability to manage/direct multiple functions effectively while delivering results
• Ability to work independently with strong organizational, problem solving, and analytical skills
• Ability to demonstrate flexibility and the ability to work well under pressure in a fast paced, constantly changing environment
• Ability to handle confidential matters and sensitive information in a responsible manner
• Foster effective teamwork across the organization
• Strong follow-up skills
• Willingness to work weekends

• Required to work from the primary work location listed when not in remote operating stance

• Initially you may be required to work from home and/or remotely in this role:
  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift

Quiet, private and SECURE space in which to work

Preferred Skills:

• Bachelor’s Degree or equivalent work experience
• Prior customer service experience
• Knowledge of the broker dealer and Wealth Management Support structure

Shift:

Hours Per Week: