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Rep, Client Service Banking Ops

Expired Job

Northern Trust Illinois City , IL 61259

Posted 5 months ago

The key responsibilities of the role include:

  • Under direct supervision, responsible for following established guidelines and identifying and resolving problems and servicing clients and partners both on the telephone and through email.

  • Provide in-depth information regarding online enrollment features, maintenance and technical issues related to the bank's products and services.

  • Must have the ability to troubleshoot and assist clients with various online capabilities as well as communicating proper documentation to be sent in for various inquiries.

  • Accountable for regular reporting or process administration. May direct day-to-day work of junior level.

  • Manage large amounts of inbound and outbound calls in a timely manner providing quality servicing of client/partner calls through effective communication of call behaviors and accurate information.

  • Follow communication scripts when handling different topics and resolves client/partner inquiries the same day, if not during call.

  • Contact client by phone or email with any updates when resolution will take longer than 24 hours until issue is resolved.

  • Log all client/partner inquiries received via phone, email or fax with a detailed description of client issue/problem, research or action taken for resolution on the CRM database.

  • Seize opportunities to upsell products when they arise.

  • Send out appropriate email response, complete emails according to schedule.

  • Maintain system access and knowledge level as it pertain to each program that the representative has been trained on and frequently attend educational seminars to improve knowledge and performance level.

  • Provide accurate transactional information to clients to avoid creating any loss situations for the Unit.

  • Perform functional transaction processing (ACH Transfers, Stop Payments, wires and general maintenance) accurately and without any monetary errors.

  • Responsible for identifying customer needs, clarify information, research issues and provide solutions and/or alternatives.

  • Expected to use some initiative but refer more complex problems to supervisors/experts.

  • Works effectively as a team member but also independently.

  • Knowledgeable of the core aspects of the job and beginning to develop a basic understanding of the business function.

  • Working towards becoming proficient in all areas of the job.

The successful candidate will benefit from having:

  • A College or University degree and/or relevant proven work experience in comparable industry and/or call center setting or customer support role is preferred.

  • Familiarity with CRM systems and practices and banking terminology such as investments, redemptions, ACH's wire transfers.

  • Strong phone, verbal and written communication skills required. Strong active listening and interpersonal skills needed with aptitude to handle irate/challenging callers with minimal assistance.

  • Highly flexible and adaptable to change; able to adapt to a fast pace environment to different personality types and able to learn quickly.

  • Multi-tasking skills; self-motivated with ability to set priorities and manage time effectively.

  • Computer literacy is required with the ability to navigate several different applications/systems simultaneously. Strong team work capabilities.

For more than a century, Northern Trust has worked hard building our legacy of outstanding service, expertise and integrity. From a Chicago-based bank founded in 1889, we now have more than 20 international locations and 16,500 employees globally. We serve the world's most-sophisticated clients from sovereign wealth funds and the wealthiest individuals and families, to the most-successful hedge funds and corporate brands.

We burnished our reputation as a global leader delivering innovative investment management, asset and fund administration, fiduciary and banking solutions enabled by sophisticated, leading technology. And through it all, we continually laid a solid, forward-looking foundation on which future generations can continue growing and achieving greater.

As of June 30, 2018, Northern Trust Corporation had:

  • $135 billion in banking assets
  • $8.1 trillion in assets under custody
  • $10.7 trillion in assets under custody/administration
  • $1.1 trillion in assets under management
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Rep, Client Service Banking Ops

Expired Job

Northern Trust