- Independently serve as the first point of contact for advisors, relationship partners, or clients regarding service issues, requests, policies, procedures, and account information.

- Communicate directly with clients and advisors to research questions, open issue resolution cases, and resolve higher level problems over the phone.

- Monitor calls to provide feedback to team and establish goals for performance metrics.

Responsibilities :

1) Independently serve as first customer point of contact regarding service issues, assist in troubleshooting issues, and enter complex service requests into appropriate systems for resolution by appropriate service partners. Ensure that all pertinent information is gathered and accurately entered to ensure prompt resolution.

2) Educate clients and advisors directly on newly-enacted services, systems or procedures as they arise to facilitate efficient self-service. Serve as a key resource for customers on company or product policies and systems, and troubleshoot more complex usability issues raised by customers. Respond directly to information requests initiated by customers utilizing a variety of systems.

3) Provide information to clients, advisors, or other relationship partners, and work with appropriate internal partners to resolve any outstanding questions. Process complex service transactions, or resolve account service casework, which have been initiated by web-based or paper forms utilizing computer applications in a timely manner in order to meet or exceed service goals. Interact directly with customers, predominately via a high-volume, in-bound or out-bound phone queue, to provide accurate and immediate solutions to transaction and service request.

4) Utilize appropriate internal computer applications, and enter all information in the appropriate system for tracking and archival purposes. Act as Subject Matter Expert supporting both the team and team leader. Train peers on processes and procedures via e-mail, phone, and in-person regarding service policies and procedures, systems knowledge, and customer service skills.

5) Participate and assist in projects or process improvements to maximize efficiency and drive operational excellence. Motivates and inspires all team members to provide best inclass services, boost morale, and ultimately meet or exceed the service levels. Research escalated requests and provide customer-centric resolutions.

6) Make informed judgments on whether or not individuals are capable of handling complex calls. Brainstorms with Leaders and Managers to discuss various issues/problems faced by the team after analyzing what affects agent or team performance and translating them to action plans for improvement. Work alongside the US partners and attend daily meetings

Required Qualifications :

1) Excellent customer service skills. Ability to explain complex policies or concepts in a straightforward, easy-to-understand manner.

2) Strong written and spoken communication skills. Demonstrated ability managing multiple priorities in a fast-paced environment. Demonstrated skill troubleshooting and identifying and resolving root cause issues.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.