Job Description

• Provides service via inbound contact center /telephones and responds to highly complex customer questions and/or escalates/ refers call or service request to appropriate personnel.
• Research customer inquiries and responds to appropriate parties in a timely manner.
• Perform account updates/Maintenance, processes requests and updates account history with results of inquiry to include proper documentation.
• Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements as needed.
• Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information as needed.
• Interfaces with team members, management, and customers in reference to customer service issues.
• Supports escalation and resource calls and research and resolution work from front-line and back-office admin teams as assigned.
• Supports service recovery activities in managing multiple client call remediation and Voice of the Customer (VOC) survey feedback and escalations as assigned.
• Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions. - Continuous improvement activity
• Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff.
• Support QA function for general service teams and enhanced QA review required for FINRA registered associates performing transactions on products with Variable investment feature (FINRA governed) as needed/assigned.

Basic Qualifications

• High school diploma or G.E.D.
• Two or more years of customer service or other telephone experience-Experience must include financial/investment/insurance or banking that required FINRA certification-
• Experience working with organizational functions and personnel
• Experience working with fax machines, computer software, and telephone technology
• Experience working with and skilled in the use of help desk software
• FINRA 6 or 7 minimum Certification required at hire (currently registered or U5 within 2-year FINRA window and in good standing)

Other Qualifications

• Strong business and analytical problem-solving skills
• Strong communication skills
• Ability to work independently
• Ability to follow oral and written directions
• Lean /Six Sigma certification or experience preferred

Work Environment

• May require shift work

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