Customer Service Representative

byThis is your opportunity to join a multinational investment bank and financial services holding company whose investment banking and auxiliary sectors serve 56 million US consumers and small business relationships with a global footprint!

Job Title: Financial Customer Service Representative
Location: Onsite in Pennington, NJ 08534 (1300 Merrill Lynch Dr)
Pay Rate: $21/hour
Shift: Monday - Friday 10am - 6:30pm EST
Job Type: 12-month Initial Contract-to-hire
***Contract Extension or Conversion to FTE based on Performance, Attendance and Business Need
***Access to Health Benefits

Banking Brokerage:

Wealth Management Client Services Banking and Brokerage Department assists with inbound inquiries from clients regarding their Banking Products and Brokerage Investment accounts. Our primary function is to provide client-facing support for high-net-worth clients who have a full-service relationship with a Brokerage Financial Advisor. Inquires include but are but limited to: Balance Inquiries, Account Maintenance, Online Navigation/Maintenance, Transaction Research

Job Description:

As a Wealth Management Client Care Customer Service Representative, you will work in an inbound contact center providing exceptional service to our Brokerage Wealth Management clients or branch office partners regarding their banking or brokerage accounts including credit and debit cards and small business accounts. Client Service Representatives may handle inbound calls from clients, branch offices, banking centers, and/or various internal associates. CSR's must handle all scenarios within the bank's policies and procedures. The expectation of a CSR is to be actively engaged in a conversation with our client or internal partner while accurately processing through various systems in a timely and efficient manner. Associates must be able to think critically to determine the best course of action to solve the issue at hand.

Key Responsibilities:

• Provide clients and/or internal partners with clear, complete, and accurate responses to their questions and inquiries at point of call
• Deliver quality service by providing effective and efficient operations support for the assigned area's internal business partners and/or external customers and potential clients
• Manage risk by accurately authenticating clients, fully adhering to policy / procedures and proactively identifying and escalating potential risk
• Navigate through multiple applications and tools to understand policy / procedures, gain clarity on various products / services and research, and resolve issues with client accounts
• Display passion, commitment and deliver an experience that improves our customers' financial lives

Required Skills:

• Must possess the skills to navigate between multiple screens and keep the client/internal partner fully engaged, while quickly and accurately typing relevant notes and information
• Computer Literacy and proficient in using Microsoft Outlook, Word, and PowerPoint
• Ability to demonstrate flexibility and work well under pressure in a fast paced, high call volume, and constant changing call center environment
• Strong communications skills, great grammar, and the ability to communicate with management, peers, and clients
• Robust customer service skills and the ability to resolve and de-escalate difficult situations and prevent client dissatisfaction with respect and poise
• Positive attitude that embracing coaching as an opportunity to improvement in current role
• Ability to handle confidential matters and sensitive information in a responsible manner

Training:

• Classroom-style training with a skilled trainer. Training can range between 5-7 weeks. A 4 week OJT (on the job training) is provided by a certified mentor who is a subject matter expert in skill.

#BOA

Job Types: Full-time, Contract

Pay: $21.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Work setting:

• Call center
• In-person
• Office

Experience:

• Banking: 1 year (Preferred)
• Call center: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Ability to Commute:

• Pennington, NJ 08534 (Required)

Ability to Relocate:

• Pennington, NJ 08534: Relocate before starting work (Required)

Work Location: In person

Salary : $21