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Customer Service Representative

Company: Northern Trust
Location: Tempe
Posted on: January 15, 2019

Job Description:

The key responsibilities of the role include: Responsibilities include servicing clients and partners with several Passport Suites, on-line financial services for personal, business, advisors and wealth clients. Provide in-depth information regarding enrollment features, functionally, technical issues and maintenance of Private Passport and the bank's products and services. Provide an extensive troubleshooting capacity for clients which include modifications to various devices and with browsers settings for windows and MAC. The incumbent will be responsible for being available 85% of the day handling calls daily to meet team servicing goals of answering call volume promptly. Quality servicing of client/partner calls through effective communication of call behaviors and accurate information. Client/partner request should be resolved same day, if not during call. Contact client by phone or email with any updates when resolution will take longer than 24 hours until issue is resolved. Perform functional transactions (Dollar Transfers, Stop Payments and ATM/DEBIT card(s) maintenance) accurately and without any monetary errors. Provide accurate transactional information to clients to avoid creating any loss situations for the Unit. All client/partner inquiries received via phone, email or fax should be logged with a detailed description of client issue/problem, research or action taken for resolution. Must demonstrate excellent written communication skills. Maintain an average quality level of 97% or higher on all Quality Audits. Maintain system access and knowledge level on team procedures and best practices to quickly provide client resolutions to increase client satisfaction.

Keywords: Northern Trust, Phoenix , Customer Service Representative, Hospitality & Tourism , Tempe, Arizona

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