Customer Service Representative

  • Location
    Pennington , New Jersey
  • Category
    Call Center & Customer Service - Customer Service
  • Job type
    Contract/Temporary



Adecco is currently assisting a local client in their search to fill an exciting Customer Service Representative role in Pennington, NJ! Apply now if you meet the qualifications listed below!

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 chargeback’s 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 GWIM’s 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 of the 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 Merrill Lynch’s brokerage and Bank of America 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.

Weekends Required - Bachelor’s Degree preferred

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 above. 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: Susan Russell at susan.russell@adeccona.com

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_398851