Customer Service Representative
Company: ICONMA
Location: Jacksonville
Posted on: January 13, 2021
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Job Description:
Location: Jacksonville, FLDuration: 11
monthsDescription:Pre-Screening/Assessment Requirements:- Customer
Service Assessment - Minimum 80%As a Wealth Management Client
Services Representatives you will work in an inbound contact center
taking approximately 40-60 calls daily, providing exceptional
service to our Client Wealth Management clients regarding their
banking and brokerage accounts, credit and debit cards, small
business accounts, home loans and / or online banking.Candidate
will do:- Effectively educate, promote and guide clients through
our online and mobile self-service capabilities at every
opportunity.- Provide clients with clear, complete and accurate
responses to their questions and inquiries at point of call- Manage
risk by accurately authenticating clients, fully adhering to policy
/ procedures and proactively identifying and escalating potential
risks- Error-free and timely processing of client requests (i.e.
cred card payments, transfers within accounts, setting up online
banking access, credit or debit card activation, etc.)- Navigate
through multiple applications and tools to understand policy /
procedures, gain clarity on various products / services and
research and resolve issues with client accounts- Display passion,
commitment and deliver an experience that improves our customers'
financial livesJob Requirements:Required skills:- Must demonstrate
the ability to effectively promote and verbally navigate clients
through online and mobile self-service options- Experience verbally
delivering complex information clearly, concisely and
understandable to the client, while quickly establishing rapport
and exuding positivity and confidence- Must possess the skills to
navigate between multiple screens, keep the client fully engaged
and manage call time, while quickly and accurately typing relevant
notes and processing information in the system- Experience
effectively deescalating customer concerns and handling objections-
Must have experience with gathering, absorbing and using facts /
information to make effective decisions and develop sustainable
solutions to problems / issues- Demonstrated ability to quickly
learn, adapt and become highly efficient on new and / or changing
systems, applications, policies and procedures- Proven experience
fully adhering to process, policies, procedures, laws and
regulatory requirements during all interactions, while working in a
fast paced production environmentDesired skills:- Understanding of
terminology for banking and brokerage accounts, cards, small
business accounts, home loans and / or online banking- Inbound call
center experienceAs an equal opportunity employer, ICONMA prides
itself on creating an employment environment that supports and
encourages the abilities of all persons regardless of race, color,
gender, age, sexual orientation, citizenship, or disability
Keywords: ICONMA, Jacksonville , Customer Service Representative, Other , Jacksonville, Florida
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