Rep, CS Banking Ops
Company: Northern Trust Asset Management
Posted on: November 16, 2021
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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