Customer Resolution Representative

• Support internal and external customers with inquiries and complaints regarding financial products and services
• Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
• Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system
• Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
• Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
• Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through work experience, training, military experience, education

• 2+ years of Securities Operations
• Experience with BETA, Pega and SmartStation
• Ability to read legal documents
• Experience in Deceased management process
• Ability to identify potential operational issues and legal risks
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to work independently, proactively, innovatively, and creatively while exercising sound judgment
• Effective organizational, multi-tasking, and prioritizing skills
• Intermediate Microsoft Office skills
• Experience working with changing priorities and deadlines
• Strong attention to detail and accuracy skills
• Solid problem solving skills
• Excellent verbal, written, and interpersonal communication skills
• Experience meeting high production and quality standards
• Customer service focus with experience actively listening, eliciting information, comprehending customer issues/needs, identifying complaint language, and recommending solutions