Rep, CS Banking Ops at Northern Trust

Chicago, Illinois, United States

Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Banking, Financial ServicesIndustries

Strong phone, verbal and written communication skills
Strong active listening and interpersonal skills with aptitude to handle irate/challenging callers with minimal assistance
Highly flexible and adaptable to change; able to adapt to a fast-paced environment, different personality types, and learn quickly
Multi-tasking skills; self-motivated with ability to set priorities and manage time effectively
Computer literacy with the ability to navigate several different applications/systems simultaneously
Strong teamwork capabilities
A College or University degree and/or relevant proven work experience in comparable industry and/or call center setting or customer support role is preferred
Familiarity with CRM systems and practices and banking terminology such as investments, redemptions, ACH’s, wire transfers
Knowledgeable of the core aspects of the job and beginning to develop a basic understanding of the business function
Working towards becoming proficient in all areas of the job

Manage large amounts of inbound and outbound calls in a timely manner providing quality servicing of client/partner calls through effective communication of call behaviors and accurate information
Follow communication “scripts” when handling different topics and resolves client/partner inquiries the 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
Log all client/partner inquiries received via phone, email or fax with a detailed description of client issue/problem, research or action taken for resolution on the CRM database
Seize opportunities to upsell products when they arise
Send out appropriate email response, complete emails according to schedule
Maintain system access and knowledge level as it pertains to each program that the representative has been trained on and frequently attend educational seminars to improve knowledge and performance level
Provide accurate transactional information to clients to avoid creating any loss situations for the Unit
Perform functional transaction processing (ACH Transfers, Stop Payments, wires and general maintenance) accurately and without any monetary errors
Responsible for identifying customer needs, clarify information, research issues and provide solutions and/or alternatives
Expected to use some initiative but refer more complex problems to supervisors/experts
Works effectively as a team member but also independently