Client Services Representative (Memphis, TN-Hybrid)

Job Description

Job Title: Client Services Representative

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Location: Memphis, TN (Hybrid)

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Duration: Long Term

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Job Description

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The Client Service Rep will be responsible for handling basic customer inquiries, such as: a client forgot their username or password, client needs to update their home address or phone number, etc.

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The typical call volume per Client Service Rep is roughly 50-60 calls per day. However, call volume will increase during tax season and the associates may receive up to 80 calls per day.

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Job Duties:

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Responsible for answering inbound calls from clients, while providing exceptional customer service

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Resolve general inquiries such as username / password resets, address changes, phone number changes, etc.

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Document call activity using Raymond James' proprietary system (they will be expected to document while on the phone with the customer)

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Perform various duties as assigned by management

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Responds to inquiries or complaints received through phone calls, correspondence and/or face-to-face contact with clients concerning the bank's products or services

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Reviews and researches requests or problems obtaining necessary information from policies, procedures or practices

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Coordinates problem resolution with appropriate departments I

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nforms customers of standard procedures or resolution of problem

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Follows up, either verbally or in writing, to ensure customer satisfaction

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Determines best method to resolve problems to ensure customer satisfaction and adherence to company policies

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Skills:

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2-3 years of recent customer service experience, ideally from a call center

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Must have the ability to type and be on the phone at the same time

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Ability to navigate through numerous systems at once

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Experience using dual monitors Proficient user with Microsoft Word, Outlook, and basic Excel

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Ability to type at least 40 WPM

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Exceptional customer service skills; easy to understand

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Excellent verbal and written communication skills

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Ability to use proper grammar and spelling

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Experience within the banking or financial services industry is preferred but not required

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Education:

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Minimum of a High School Diploma or equivalent