Client Services Representative (Memphis, TN-Hybrid)

Job Title: Client Services Representative

Location: Memphis, TN (Hybrid)

Duration: Long Term

Job Description

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.

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.

Job Duties:

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

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

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

Perform various duties as assigned by management

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

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

Coordinates problem resolution with appropriate departments I

nforms customers of standard procedures or resolution of problem

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

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

Skills:

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

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

Ability to navigate through numerous systems at once

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

Ability to type at least 40 WPM

Exceptional customer service skills; easy to understand

Excellent verbal and written communication skills

Ability to use proper grammar and spelling

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

Education:

Minimum of a High School Diploma or equivalent