Customer Service Rep - Bilingual/Non-Bilingual

The Customer Resolution Specialist is a key role in our organization accountable for engaging the shareholders of our client and delivering first-class customer service on our single client team. Our Specialists resolve complex issues related to shareholder’s accounts and transactions, ensuring the highest levels of customer service and building shareholder confidence with each interaction. Serves as a subject matter expert in areas related to shareholder inquiries in order to efficiently resolve shareholder issues for a single client.

Position Responsibilities & Essential Functions:

  • Responds to customers via inbound/outbound calls or written correspondence to the day-to-day activities generated by claimant, shareholders, or other participants with relation to our client; and provides customers with exceptional customer service and a positive impression of self and organization through courteous, prompt, and responsive resolution of customer inquiries.
  • Researches account and transaction information and record to resolve issues and discrepancies; provides documentation on customer activities and information on products and services. Uses multiple computer systems to locate, interpret, and communicate information to provide exceptional customer service.
  • Provides up to date and accurate information by utilizing knowledge of internal systems to source, interpret and communicate information to customers.
  • Escalates more complicated issues to appropriate Team Leader or ATL; identifies stakeholder, claimant trends or common issues and communicates to their Team Leader or ATL as appropriate.
  • Promotes additional services/ communication channels to customers when necessary.
  • Delivers first-class customer service
  • Other duties or tasks as assigned by management.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies:

  • Intellectual agility/critical thinking
  • Analytical skill
  • Problem solving orientation
  • Proactive
  • Service orientation
  • Detail orientation
  • Technologically savvy
  • Customer Service focused

Skills:

  • Strong ability to use technology – dual monitors, navigate multiple screens
  • Strong reading comprehension
  • Confident, friendly phone skills
  • Read and comprehend scripting in a clear manner
  • Good math skills – perform simple calculations
  • (#, value of shares)
  • Present information in a logical/common sense manner
  • Display empathy – some callers are transferring shares due to a loss in the family
  • Clear pronunciation
  • Ability to master multi-tasking – typical tasks involve account research, functions on screen, remaining engaged with shareholder/caller
  • Open to receive and apply constructive criticism
  • Solid writing skills – update account record

Preferred:

  • Bilingual - Fluent in reading and speaking Spanish and English.

Education and Experience:

  • High school diploma/GED required. College degree preferred; or six months to one year related experience and/or training; or equivalent combination of education and experience.
  • Ability to speak and hear on a telephone system is a requirement and essential function.
  • Experience in financial services software and MS Office preferred.

  • Apply with Adecco

Reference number US_EN_99_024096_389958