Customer Care Associate - Call Center

Management Level

Role Summary

The Customer Care Associate is a vital member of our Customer Experience team, responsible for taking incoming phone inquiries and providing assistance to shareholders in a timely, efficient, and professional manner.

Core Duties/Responsibilities

The successful candidate will be responsible for the following:

• Phone interactions 100% of time in role with shareowners, their representatives, and the investment community supporting activities against share positions
• Inquires received range from simple to complex and pertain to assisting shareowners and other callers with account related service
• Baseline knowledge of the Financial Services industry would be helpful, but not necessary
• Responds to phone inquiries in a timely, efficient, and professional manner by providing resolution within established standards. 
• Candidates must be comfortable using technology working in multiple systems at the same time
• Performs research during and after calls as needed to resolve problems and inquiries
• May act as a back-up for inquiries from higher revenue and contractual clients
• Document call notes ensuring key data is accurately captured in system
• Representatives must maintain required performance metrics:
  • Call quality
  • Productivity
  • Adherence to schedule
  • Risk and Compliance requirements

 
Skills, Capabilities and Attributes

The successful candidate will demonstrate the following experience, skills and behaviors:

• One year of high-touch call center experience
• Must be flexible regarding both schedule and daily duties
• Excellent communication skills and phone etiquette
• Overtime hours may be required based on business needs with advance notice
• Fast-paced environment requiring multi-tasking abilities and collaboration
• A desire and capacity to learn more about the world of financial services
• High School diploma or equivalent

Compensation

• $20.00 hourly

Equal Opportunity Statement

We are an equal opportunity employer and make employment decisions without regard to race, creed, religion, national origin, sex (including pregnancy, gender identity, and sexual orientation), parental status, marital status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, status with regard to public assistance, or any other characteristic protected under federal, state, or applicable local law.

Please note any offer of employment is subject to satisfactory pre-employment screening checks.