ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
Responds to the day-to-day customer service activities generated by shareholders, brokers, employees and other stakeholders with relation to holdings and accounts in a wide range of companies.
Provides customers with a positive impression of self and organization through courteous, prompt and responsive resolution of customer inquires and problems.
Provides up to date and accurate information by utilizing knowledge of internal systems to source, interpret and communicate information to customers.
Promotes additional services / communication channels to customers when necessary.
Escalates more complicated issues to appropriate Team Leader.
Identifies shareholder trends or common issues and communicates to their Team Leader as appropriate.
Supports customer service improvements by actively participating in trials of new systems and pilots of new processes.
EDUCATION and/or EXPERIENCE
Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
Must have strong verbal and written skills.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Word processing, spreadsheets, Internet, e-mail, and database software knowledge is recommended.