Specialized Client Care Services Rep

Primary Duties and Responsibilities

Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment.

Works on becoming proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a Specialized area.

Researches and evaluates possible solutions to semi-complex problems that requires identifying root cause and some deviations from procedures.

Takes ownership of calls and begins to anticipate future issues to avoid repeat calls and unnecessary call transfers.

De-escalates client experience situations and applies skills learned in Effortless Experience training (CEB) to all situations.

Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.