"Alerted.org

Responsibilities:

+ Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.

+ Accurately and efficiently diagnoses questions and issues and crafts client focused solutions.

+ Provides education to branch personnel related to account opening and maintenance.

+ Follows daily schedule accurately to ensure the success of the department in meeting our Service Level Agreements.

+ Establishes new client accounts by utilizing industry registration requirements.

+ Processes documents accounts to meet industry policies and regulations, including Anti Money Laundering and Know Your Client.

+ Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.

+ Enter data into standard branch systems, reviewing and verifying it for accuracy. This includes handling and documenting counter transactions.

+ Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

+ Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Skills:

+ Detail orientation and flexibility sufficient to handle high volume of phone calls requiring quick analytical and supportive responses.

+ Interpersonal and communication (written and verbal) skills sufficient to interact with associates at all levels of the organization as well as financial advisors and branch personnel.

+ Organize and prioritize workload to meet deadlines.

+ Express ideas, request actions and formulate plans or policies.

+ Supports business processes by applying an effective use of standard office equipment and standard software packages.

+ Develop appropriate plans or perform necessary actions based on recommendations and requirements.

+ Make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability.

+ Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.

+ Plan, organize, prioritize and oversee activities to efficiently meet business objectives.

+ Develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

+ Connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.

+ Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.

+ Meet high customer service standards.

+ Understand and effectively operate all customer management systems.

+ Perform data analysis for use in reports to help guide decision making.

+ Select, deploy and get the best results from the most appropriate office system.

Preferred:

+ At least two (2) years of customer service experience.

+ Experience in a contact center environment and college degree.