Customer Service Representative for Investment Contact Center Servicing

• Support customers and ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
• Interact with customer service team and perform moderately complex customer support tasks
• Manage risk by following all policies and procedures and staying abreast of changes to them
• Advocate for digital services such as online delivery of statements and other documents, eSign paperwork, and any other digital opportunities, as needed
• Receive direction from customer service supervisor and escalate non-routine questions
• Responsible for responding to routine inquiries and complaints from internal and external customers regarding financial products and services
• Processing routine to complex transactions on-line, researching and resolving routine to moderately complex problems and inquiries and referring difficult problems to more senior representatives
• Duties may also include: cross-sell or refer products, account maintenance, report generation, and project work

2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• At least 2 years of experience in Customer Service in managing routine and complex customer inquiries
• Amenable to 100% voice support role
• Experience in a financial campaign is an advantage but is not required
• Experience in Wealth and Investment Management is an advantage but is not required
• Amenable to work on a permanent night shift with separate team working on weekend and weekdays schedule