Mar 02, 2022

Client Service Representative

  • Equity Trust Company
  • Remote *
Call Center Customer Service

Job Description

Do you enjoy sharing your ideas and working in an environment that values innovation and continuous process improvement? At Equity Trust, the development of our associates is a top priority, and our ability to create a captivating environment is critical for our growth. If you are passionate about service, the client experience, and the dynamic financial services industry, apply today for this exciting career opportunity!
 
WE ARE LOOKING FOR:
  • Creative, collaborative problem solvers to provide superior service and make an impact on our business 
  • Passionate, motivated individuals who continuously go the extra mile
  • Confident troubleshooters who know when to advocate for clients, building sustainable relationships and trust
WE OFFER:
  • Monday – Friday schedule 
  • Flexible working arrangements after 6 months of employment
  • Benefits and associate perks
JOB SUMMARY: 
 
The Client Service Representative delivers a superior client experience by identifying, troubleshooting, and assisting the client’s needs.
    
ESSENTIAL FUNCTIONS:
  • Follows the guidelines set forth in the Equity Trust Service Philosophy 
  • Provides inbound and outbound call servicing and operational support to individual investors and institutional clients 
  • Assists clients with financial transactions
  • Researches client inquiries including questions regarding required filings, asset holdings, forms completion and general online assistance
  • Trains clients on the myEQUITY online portal
  • Provides timely follow-up on client concerns, issues, and transaction progress
  • Answers client questions regarding services and fees
  • Documents appropriate record of calls in Equity Trust systems
  • Follows all department procedures to ensure a superior client experience
  • Manages incoming and outgoing communications, including phones, faxes, and emails
  • Monitors and escalates service issues to ensure high quality response to clients’
OTHER FUNCTIONS:
  • Assists operational departments as needed
  • Collaborates effectively across departments to ensure client satisfaction
  • Performs other duties as assigned 
QUALIFICATIONS:
  • Minimum 1 year of customer service experience, preferably in the retirement or financial services industry
  • High School Diploma or equivalent
  • Associate degree preferred
PROFESSIONAL CERTIFICATIONS:
  • None required 
TECHNICAL SKILLS:
  • Intermediate-level proficiency in Microsoft Office 
  • Basic knowledge of Customer Relationship Management (CRM) preferred
BEHAVIORAL COMPETENCIES:
In addition to the Core Company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient:
  • Customer Focus
  • Communicates Effectively
  • Resourcefulness
  • Instills Trust
PHYSICAL DEMANDS/WORK ENVIRONMENT:
 
This job operates in a professional office environment. This role routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, stand, walk, use hands and fingers, and reach with hands and arms. It requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.
 
DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT: 
 
The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description can be amended at any time.

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