Customer Service Rep



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Branch Information

Kenosha, WI - (USA) 7519 60th Avenue Suite 120 WI Kenosha , WI 53142



Job Description

This team is hired to augment the increased volumes experienced during tax season.

Deliver a distinctive client experience

-Optimally resolves questions inquiries from Financial Reps and clients

-Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers

-Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.

-Educates clients and Financial Representatives on our client website and self-service capabilities

-Develops a professional relationship with our clients to improve brand dedication

-Exhibits skill in de-escalating servicing concerns

-Achieves efficiency standards and goals while maintaining the highest level of customer service

Critical Thinking/Problem Solving

-Handles phone and transactional responsibilities while maintaining a high level of confidential and personal information appropriately

-Ability to multi-task between phone and casework/transactional duties with the high degree of accuracy and quality

-Ability to work independently and with your team to consistently find opportunities to improve work progresses

-Researches and evaluates possible solutions using available resources

-Leads casework in accordance with area service and/or efficiency standards

-Adheres to strict confidentiality and privacy standards

Change Agility

-Encourages change and adopts an environment where continuous improvement is encouraged from all employees

-Demonstrates a willingness to shift work priorities to meet the needs of the business and customer demand

-Find opportunities for improvement and is an advocate for delivering viable solutions/alternatives

Digital Savvy

-Ability to perform keyboarding/computer skills accurately and efficiently

-Proven ability to use computer software packages, including Word, Excel, and PowerPoint

Must haves: Customer service skills, intermediate computer skills, impeccable attendance, attention to detail

Nice haves: financial industry or financial services experience, call center or retail experience