Customer Service Representative

Job Title Job Description Note: This resource can sit in either Las Vegas, NV, or Minneapolis, MN Interviews: In Person only (either Minneapolis or Las Vegas) Required Skills Previous customer service experience Strong verbal communication skills and ability to assist callers effectively Ability to learn quickly and adapt to change in a highly regulated environment Critical thinking and problem-solving skills Ability to navigate multiple computer systems simultaneously Positive attitude and strong customer-focused mindset Ability to handle high call volumes in a fast-paced environment Desired Skills Experience in financial services or the banking industry Familiarity with call center environments Experience handling money movement or account servicing Ability to troubleshoot technical or system-related issues Experience working in regulated environments Job Duties Interact directly with customers, predominantly via a high-volume, inbound phone queue, to provide accurate and timely resolution for money movement and service requests while utilizing appropriate internal computer applications to meet or exceed service goals. May enter money movement requests on behalf of the customer. Develop an understanding of systems and procedures to educate clients and advisors directly on services as they arise to facilitate efficient self-service. Serve as a resource for customers on company or product policies and systems, and troubleshoot usability issues raised by customers as well as provide education to customers. Effectively leverage available resources to aid in making good decisions for different courses of action, act with a clear sense of ownership, follow through on commitments, escalate to avoid missing a deadline, learn quickly when facing new situations to positively impact customer effort and overall service experience. Translate feedback into accountable results to improve processes, efficiency targets, and caller experience based on guidance from peers, coaches, and/or leaders. Respond directly to information requests initiated by customers using a variety of systems. Provide information to clients, advisors, or relationship partners, and work with internal partners to resolve any outstanding questions. Process routine service transactions or resolve account service casework, which have been initiated by web-based or paper forms using computer applications in a timely manner to meet or exceed service goals. Typical Day Handling a high volume of inbound customer calls Assisting with account inquiries and money movement requests Navigating multiple systems to research and resolve issues Educating customers and advisors on services and processes Collaborating with internal teams to resolve outstanding issues **Only those lawfully authorized to work in the designated country associated with the position will be considered. **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.