Customer Service Representative
Location: Providence, RI
Duration: 7-8 months
Customer Service Experience Required
Client and Account Services is responsible for providing first contact resolution for account and client on-boarding & maintenance processes via the client Service Network. We partner with the client Branch Office, predominately the Client Associate, to assist them with establishing and maintaining client brokerage accounts.
This is accomplished through ensuring adherence to regulatory and compliance guidelines set-fourth by our governing bodies, including but not limited to the SEC, IRS, and FINRA. To support this we have two primary roles within CAS. Our Service and Contact Agent's primary responsibility is as a call center agent and to handle calls that come to us through the client Service Network. They are the voice of CAS and are the point person for ensuring we continue to deliver the highest level of service across the network and meet our primary principle of "Dedicated to first call resolution through ownership, actions and accountability" Our Processing and Domain Agents are both tier 2 call center support for the Service and Contact Agents as well as responsible for processing of electronic service requests (ASAP, Email, etc) and approval processing of on-boarding and maintenance documents.
Both roles partner often with other operational areas within client such as; tax-reporting services, customer accounting, checking/visa , and monetary control. Our team is required to research information, analyze and mitigate risk to both our wealth management client and the firm. Our ideal candidate will display superior oral and written communication skills, previous experience in customer service and the ability to articulate client centric solutions.
Processes routine/standard transactions according to established procedures and prescribed processes in support of GWIM Operations. Daily responsibilities will cover one or more operations functional areas such as: analyses, report generation, opening new accounts, trade processing, payment processing, data entry, etc.
Provides quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customers and clients. May provide advice and assist with training for less experienced team members. Individuals at this level are expected to use some independence of thought but to refer more complex problems to Operations Team Manager and/or Supervisor. Generally 1 year or more experience is preferred.