Csr Level 3 - Client Account Representative With Business To Business Experience

A Client Account Representative manages a full block of clients and provides high-quality service and problem-solving support on the full range of issues which requires broad business knowledge. Reps are expected to have excellent verbal communication and business writing skills necessary to build good relationships with customers.Key Accountabilities:Resolve or negotiate “win-win” solutions to client issues directly or by consulting with appropriate resources Document and track significant client discussions or complaints; maintain current client contract records and follow-up as appropriate Recognize and devote special attention to endangered/ pampered casesEnsure all members of customer base are informed of significant issuesProvide new and ongoing client orientation and education by: set expectations, discuss working relationship, advise of new product features and ensure understanding of proper procedures to follow Identify trends and patterns of client issues and escalate to appropriate personProvide quality client administration by processing all standard financial transactions on assigned caseloads Monitor, control and minimize outstanding suspense account items Contribute to the work systems improvement of the department by identifying barriers and providing input to solutions Qualifications:College/University graduate preferably with previous related work experience in the financial services or call center industry and demonstrated service aptitudeCandidate must have at least six months tenure in the JHRPS Signature Participant Services roleCandidate must be meeting service quality and productivity metrics for the last year (e.g., Call Quality, IAT QA, Adherence, and Attendance)Should not have any attendance issues or disciplinary action for the past six months