Representative, Client Services - Banking Operations

Northern Trust Chicago , IL 60602

Posted 3 weeks ago

About Northern Trust:

Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With 130 years of financial experience and nearly 20,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

Working with Us:

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company that is committed to strengthening the communities we serve!

We recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why Forbes ranked us the top employer for Diversity in 2018.

We'd love to learn more about how your interests and experience could be a fit with one of the world's most admired and ethical companies. Build your career with us and apply today.

Responsibilities:

Servicing clients and partners supporting the Retained Asset and Corporate Liquidity programs both on the telephone and through email. Provide in-depth information regarding online enrollment features, functional, maintenance and technical issues related to these programs and 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. The incumbent will be responsible for an average of 60-80 calls per day with an availability expectation of 85%.

Major Duties:

  • Quality servicing of client/partner calls through effective communication of call behaviors and accurate information.

  • Client/partner request should be resolved 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.

  • Perform functional transaction processing (ACH Transfers, Stop Payments, wires and general maintenance) accurately and without any monetary errors. Provide accurate transactional information to clients to avoid creating any loss situations for the Unit.

  • All client/partner inquiries received via phone, email or fax should be logged with a detailed description of client issue/problem, research or action taken for resolution on the ERM database.

Lastly, individual must be able to actively be available, take lead of the call utilizing appropriate time while improving efficiencies and increasing client satisfaction while adhering to the verification security measures.

Must demonstrate excellent written communication skills, send out appropriate email response, complete emails according to schedule provided within 24 hours from the time that email was received and ensure email report is accurately completed daily.

Maintain system access and knowledge level as it pertain to each program that the representative has been trained on.

Strong verbal and written communication skills

Strong analytical skills

Combination of experience and education (preferably a college degree) in comparable industry and/or call center setting-

Familiarity with banking terminology, ie investments, redemptions, ACH's wire transfers and what they mean.

Able to adapt to a fast pace environment.

Excellent multi-tasking skills

Strong interpersonal skills

Strong team work capabilities

Self-motivated and able to learn quickly

Excellent listening skills

Ability to work independently

Aptitude to handle irate/challenging callers with minimal assistance

Computer literacy is required with the ability to navigate several different applications/systems simultaneously



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Representative, Client Services - Banking Operations

Northern Trust