October 19th - Direct Investing - Contact Center Representative

Job Summary

Required Qualifications

• •Undergraduate degree
• •2+ years relevant experience
• •Specific formal certifications
• •Accreditations and/or licenses based on business supported and/or regulatory requirements
• •Specialized expertise to provide customer/partner support on complex transactions, activities and product feature advice and guidance
• •Exceptional inbound and/or outbound advice and/or service support to customers/partners on a range of moderate to high complexity financial products and services
• •Act as an advice process/product expert to customers and/or internal partners
• •Identifies complex problems and formulates the most appropriate solution and escalates if necessary
• •Uses insights into how the team integrates with other teams to coordinate efforts and resources to achieve shared objectives
• •Direct impact on the quality of the duties performed, or services provided, to the advice team and the unit supported
• •Implements advice and customer service procedures and approaches to complete work
• •Tact to exchange ideas and customer information in a concise and logical way
• •Handling of sensitive customer information
• •Resolution of exceptions
• •Thorough knowledge of Customer/partner life cycle needs
• •Identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
• •Promote and offer full suite of products, advice, services and banking capabilities
• •Contribute to business objectives for Operational Excellence
• •Support the timely and accurate completion of business processes and procedures
• •Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
• •Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
• •Identify, suggest and actively participate in process improvement opportunities
• •Ensure necessary due diligence to support the accuracy of all customer transactions / activities
• •Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• •Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
• •Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct
• •Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork
• •Ensure timely communication of issues/ points of interest
• •Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
• •Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
• •Participate in personal performance management and development activities, including cross training within own team
• •Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
• •Contribute to the success of the team by willingly assisting others in the completion and performance of work activities
• •Provide training, coaching and/or guidance as appropriate
• •Contribute to a fair, positive and equitable environment that supports a diverse workforce
• •Act as a brand champion for your business area/function and the bank, both internally and/or externally
• •Provide sound advice with every customer interaction
• •Provide courteous, efficient, and professional customer service to ensure inquiries, advice and/or issues are managed promptly and effectively under all conditions
• •Engage customers/partners in conversation to understand and by asking deeply curious and thoughtful questions to meet their current and future products/ advice and/or service needs
• •Proactively providing them with information/advice/guidance
• •Offer advanced knowledge and/or advice/guidance as it relates to their respective business area
• •Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary
• •Offer advice/guidance based on their total financial situation
• •Ensure inquiries, advice and/or issues are managed promptly and effectively under all conditions
• •Meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of Customer/partner life cycle needs
• •Identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
• •Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers / advice opportunities and referrals, to increase profitability and enable business growth
• •Promote and offer full suite of products, advice, services and banking capabilities
• •Contribute to business objectives for Operational Excellence
• •Support the timely and accurate completion of business processes and procedures
• •Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
• •Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
• •Identify, suggest and actively participate in process improvement opportunities
• •Ensure necessary due diligence to support the accuracy of all customer transactions / activities
• •Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• •Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
• •Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct
• •Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork
• •Ensure timely communication of issues/ points of interest
• •Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
• •Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
• •Participate in personal performance management and development activities, including cross training within own team
• •Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
• •Contribute to the success of the team by willingly assisting others in the completion and performance of work activities
• •Provide training, coaching and/or guidance as appropriate
• •Contribute to a fair, positive and equitable environment that supports a diverse workforce
• •Act as a brand champion for your business area/function and the bank, both internally and/or externally
• •Provide exceptional inbound and/or outbound advice and/or service support to customers/partners on a range of moderate to high complexity financial products and services
• •Acts as an advice process/product expert to customers and/or internal partners
• •Identifies complex problems and formulates the most appropriate solution and escalates if necessary
• •Uses insights into how the team integrates with other teams to coordinate efforts and resources to achieve shared objectives
• •Has direct impact on the quality of the duties performed, or services provided, to the advice team and the unit supported
• •Implements advice and customer service procedures and approaches to complete work
• •Requires tact to exchange ideas and customer information in a concise and logical way
• •handling of sensitive customer information
• •resolution of exceptions
• •Generally requires specific formal certifications at this level of expertise
• •Generally reports to a Team Manager