Client Services Representative II- Utica, NY- 2nd Shift
$52,000–$57,470 year
On-siteUtica, New York, United States
Job Summary
Answer client questions, resolve problems, and provide account maintenance via calls, chats, or emails in an inbound contact center. Identify client needs, recommend solutions for fraud, and record interaction data accurately. Escalate items requiring risk review or exception handling through appropriate channels while reading frequent updates and learning materials during calls. Comply with industry regulations, bank procedures, integrity levels, and financial controls. Handle difficult situations and build rapport using plain language to deepen relationships through digital solutions. Requires 1+ years of customer service experience, proficiency with computers, and ability to adapt to new technology platforms. 2nd shift, 40 hours weekly.
Required Qualifications
- 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
- 1+ years of customer/client service experience, including experience handling difficult client situations
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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