Customer Services Advisor

Role Overview

• Serve as point of contact for advisors, clients, and relationship partners for service issues, requests, policies, procedures, and account information
• Interact directly with clients and advisors to research questions, issue resolution cases, and resolve problems over the phone or advise service partners
• Respond to inquiries with timely, accurate solutions to transaction/service requests in a fast-paced, customer-focused, team environment
• Ensure information is gathered and accurately entered to ensure prompt resolution
• 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
• Refer more sophisticated issues to appropriate service partners
• Respond directly to information requests initiated by customers using a variety of systems
• 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 in order to meet or exceed service goals
• Directly contact customers, predominately via a high-volume, in-bound or out-bound phone queue, to provide accurate and immediate solutions to routine transaction and service requests

Requirements

• Excellent customer service skills
• Ability to explain policies or concepts in a straightforward, easy-to-understand manner
• Demonstrated ability managing multiple priorities in a fast-paced environment
• Demonstrated skill in identifying and resolving root cause issues
• Previous customer service experience is a plus
• Financial services industry experience is a plus

Benefits

• Flexible work arrangements
• Professional development opportunities