Job Description :
Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Manage a full block of clients and provide high-quality service and problem-solving support on the full range of issues which requires broad business knowledge.
Reps are expected to have excellent verbal communication and business writing skills necessary to build good relationships with customers.
Key Accountabilities :
Resolve or negotiate win-win solutions to client issues directly or by consulting with appropriate resources
Document and track significant client discussions or complaints; maintain current client contract records and follow-up as appropriate
Recognize and devote special attention to endangered / pampered cases
Ensure all members of customer base are informed of significant issues
Provide new and ongoing client orientation and education by : set expectations, discuss working relationship, advise of new product features and ensure understanding of proper procedures to follow
Identify trends and patterns of client issues and escalate to appropriate person
Provide quality client administration by processing all standard financial transactions on assigned caseloads
Monitor, control and minimize outstanding suspense account items
Contribute to the work systems improvement of the department by identifying barriers and providing input to solutions
Minimum Skills Requirement to Hire :
College / University graduate preferably with previous related work experience in the financial services or call center industry and demonstrated service aptitude
Candidate must have at least six months tenure in the Participant Services role
Candidate must be meeting all the service quality and productivity metrics for the last six months (e.g., Call Quality, IAT QA, Adherence, Attendance, etc.)
Ability to converse effectively using the English language. Verbal Assessment scores in the Pronunciation / Language / Discourse / Interactive / Solution Strategy domains are 3.
5 / 3.5 / 4.0 / 4.0, respectively.
Ability to compose grammatically correct, clear and concise emails using the English Language. BUPLAS Written Assessment scores in the Language / Discourse / Audience Awareness / Task Fulfillment domains are 4.
0 / 3.5 / 4.0 / 4.0, respectively.
Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)
Ability to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information