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.