Customer Service Representative

Key Accountabilities: ? Respond within department service standards to all telephone calls from clients and
advisors by providing account information regarding a broad range of subject areas such
as product information, procedures, tax, transaction and investments
? Research and administration of routine and some complex IGO financial and
non-financial transactions on applicable systems for clients and/or advisors while
providing quality service
? Identifies and solves most basic and some complex problems based on an
understanding of the customer needs, using investigation and established guidelines
? Manage time effectively within a high volume schedule and structured work environment
? Process non-financial requests such as address changes, name changes and
corrections on systems over the phone and route calls to other departments as needed
? Meet quality expectations to ensure a positive client experience; meet productivity
expectations to maximize team service levels
? Responsible in creating and maintaining a strong collaborative team and customer
working relationships while providing excellent customer service
? Complete ongoing training to stay abreast of product, industry service and policy
changes
? Determine rationale behind presented issues; educate client on required processes
? Coordinate with other departments to determine request eligibility and status
? Resolve or negotiate “win-win” solutions to customer issues directly or by consulting with
appropriate resources
? Document and track significant participant discussions or complaints.
? Follow-up customer calls when necessary
Minimum Skills Requirement to Hire:
? College/University graduate preferably Business or Finance related courses or with
previous related work experience in the financial services or call center industry and
demonstrated service aptitude
? Strong customer service skills (ability to build rapport, demonstrate empathy and outline
key steps in delivering good customer service)
? Ability to converse effectively using the English language.
? Ability to compose a grammatically correct, clear and concise paragraph/ essay.
? Candidate must demonstrate problem solving skills; must meet at least a 3-Moderate
rating in all competency interview questions
? Ability to clearly understand and act on presented problem statement; to comprehend,
capture as well as interpret basic customer information
? Ability to work independently and in a team environment