Client Services Representative II- 2nd Shift
$52,000–$57,470 year
On-siteRichmond, Virginia, United States
Job Summary
Answer client questions, resolve problems, and provide account maintenance via inbound calls, chats, or emails. Identify fraud, record interaction data accurately, and escalate risk items through appropriate channels. Read frequent updates and learning materials while on the call to implement solutions with speed and accuracy. Comply with industry regulations, bank procedures, and financial controls. Handle difficult situations and complex client problems through creative solutions, building rapport and anticipating questions. Work in a challenging environment ensuring accuracy, using logic, and multi-tasking across systems. Deliver a great client experience by offering digital solutions to deepen relationships. Requires 1+ years of customer service experience and computer proficiency. Shift is 2nd shift with 40 hours per week.
Required Qualifications
- 1+ years of customer/client service experience, including experience handling difficult client situations
- 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
- Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
- Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
- Communicates effectively and confidently with all clients to make their financial lives better
- Ability to engage with clients - 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
Desired Qualifications
- 1+ years of experience in the banking/financial industry
- 1+ years of experience working in a client service capacity
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