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Rep, CS Banking Ops

Company: Northern Trust Asset Management
Location: Tempe
Posted on: November 16, 2021

Job Description:

The key responsibilities of the role include: Under direct supervision, follow established guidelines to provide in-depth support for our clients that utilize the benefit payments website. Some common support tasks include account maintenance, online access management and troubleshooting technical issues. Field emails and phone calls received from clients and internal partners. Log description of the issue, research and action taken to resolve. Follow communication "scripts" when handling different topics. Resolve client/partner inquiries the same day if not during call. Contact clients when resolution will take longer than 24 hours. Send out well composed and accurate email responses. Demonstrate appropriate call behaviors as outlined by the department. Accountable for client reporting and process administration. Process transactions accurately and without monetary errors. Examples include direct deposit transfers, stop payments, wires and general maintenance. Provide accurate transactional information to clients to avoid creating any loss situations for the bank. Identify client/partner needs, clarify information, research issues and provide solutions and/or alternatives. Expected to use some initiative but refer more complex problems to supervisors/experts. Seize opportunities to make suggestions to improve and streamline client projects and processes when they arise. Attend client meetings via conference call and occasionally in person. Works effectively as a team member but also independently. May direct day-to-day work of junior level. Maintain system knowledge as it pertain to each program that the representative has been trained on. Attend continued training to improve knowledge and performance level. Become knowledgeable of the core aspects of the job and develop a basic understanding of the business function. Assist with call overflow from participant servicing center The successful candidate will benefit from having: Associate's or Bachelor's Degree preferred. In lieu of college degree would consider 3+ years of client servicing or financial institution experience. High School Diploma/GED required. Knowledge of the company's products or client servicing usually acquired through training programs or experience is required to support products for the participants. Strong phone, verbal and written communication skills. Active listening and interpersonal skills with aptitude to handle challenging callers with minimal assistance. Able to adapt to a fast-paced environment, different personality types and capacity to learn quickly. Able to navigate several different applications/systems simultaneously. Multi-tasking skills; self-motivated with ability to set priorities and manage time effectively. Additional Information

Keywords: Northern Trust Asset Management, Tempe , Rep, CS Banking Ops, Accounting, Auditing , Tempe, Arizona

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