Customer Service Representative

Adecco is currently assisting a national client in their search to fill an exciting Customer Service Representative III in Chandler, AZ 85224! Apply now if you meet the qualifications listed below!

POSITION SUMMARY
The Wealth Claims Lost/Stolen associate will be responsible for the initiation of various fraud and non-fraud GWIM claim types including credit card, ATM, debit card, check fraud, ACH transactions, and online wire transfers for GWIM banking and brokerage products and would operate as a concierge for the GWIM client base. WCLS associates will handle inbound calls from advisory clients, and MLSN. They will be responsible for resolving client merchant, credit, or ATM claims within the bank's policies and procedures. Responsibilities include: investigate and decision daily incoming claims using multiple systems and tools; resolve client differences; answer service requests and inquiries received from various channels. The WCLS associate may also debit or credit client's accounts as appropriate, process chargebacks or update clients regarding pending claims. They will also maintain internal operational and financial controls for all assigned cases and ensures that all cases are resolved in compliance with industry regulations and internal policy and procedures. Works within a team environment. They may provide support and training to other service associates within the department.

The WCLS Associates are required to have a broad knowledge of the financial industry and an understanding of GWIMs service model and technology. May be required to solve problems and investigate/resolve a wide variety of issues and requests include gathering additional information, setting expectations and working with other support organizations to fulfill requests. Meeting or exceeding established service level agreements and department set performance metrics. May handle escalated issues by successfully navigating the organization to resolve client requests. Is accountable for the successful resolution of all client requests. After the required training curriculum is successfully completed and a passing grade on both practical and written assessments is achieved, the Associate will assume the WCLS position servicing inbound client contacts. The Associates are required to provide complete and accurate information regarding client’s brokerage and claims process.

Key Responsibilities include:

Handle incoming client and branch office calls utilizing professional telephone and problem-solving skills
Assisting GWIM clients with brokerage and/or banking claim inquires, initiation, and updates
Minimize fraud and financial loss by blocking and reissuing client material (i.e. cards, checks)
Consistently achieve minimal or beyond expectations for performance metrics and quality standards


The incumbent must consistently demonstrate excellent verbal and written skills and exhibit a strong commitment to client satisfaction and service ownership via observable call management behaviors. GWIM Claim Service Associates must also demonstrate a cooperative and professional work ethic while achieving the required call center metrics (example: duration, adherence, service levels, client satisfaction) that are utilized to evaluate their performance.

All candidates must consistently demonstrate a comprehensive understanding and working knowledge of:

Company’s Core Values
Customer service skills and the ability to resolve problems and prevent client dissatisfaction
Organizational skills and the importance of being detailed oriented


QUALIFICATIONS

Financial, banking or call center experience required
Candidate must obtain a minimum of a Meets Expectations on previous review rating and must not be on any form of disciplinary action
Professional Demeanor: Demonstrating patience, composure, and client service attitude
Service Adeptness: Comprehend and empathize with client needs, devote time and effort to satisfy the clients requests
Problem Solving and Decision Making Skills: Use good research and problem solving skills; know where to go to resolve problems
Initiative: Demonstrate a self-starter behavior and a willingness to help others
Communication Skills: Communicate effectively both written and verbal, tailor communications to audience, actively listen and follow-up with questions and updates to involved parties
Flexibility and Adeptness: Handling multiple projects and daily tasks adjust to a changing environment adept to new approaches that improve overall work efficiency and effectiveness
Weekends Required - Bachelor’s Degree preferred


Role: Contract
Title: Customer Service Representative III
Location: Chandler, AZ 85224
Pay: $16+/hr

How to Apply: Click on “Apply Now” to be considered for this position or any other opportunities with Adecco.

IMPORTANT: This position is being recruited for by Adecco’s National Recruitment Center, not your local Adecco Branch Office. To be considered for this position, you must use the “apply now” button to submit your resume. If you have questions about the position, you may contact the recruiter recruiting for this position listed below. For other opportunities available at Adecco go to www.adeccousa.com.

If you have any questions surrounding the application process, please feel free to reach out to: Lisbeth Vences at lisbeth.vences@adeccona.com. You can also email your most current resume in word format to the email listed. Please ensure it includes your highest education completed, duties and responsibilities for all roles listed, and start month/year and end month/year.

The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group provides one of the most comprehensive benefits packages in the industry to contract workers to include Holiday, 401(k), Insurance Benefit Plans and Service/Anniversary Bonus opportunities.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled


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Reference number US_EN_2_022862_409409