Job Description

CSR - Customer Service Representative

Duration: 2-3 years Contract

Job Type and Location: (Onsite - 5 Days in a week) - 20 Church Street, 16th Floor, Hartford, CT 06103

Strong experience as a Customer Service Representative handling high-volume inbound calls within Healthcare, Insurance or Financial Domain.

The pay rate includes all the benefits such as Paid Time Off, 401(k), Medical Benefits, etc. and a Performance Bonus.

High call volume call center environment.

Responsibilities :

Strong experience as a Customer Service Representative handling high-volume inbound calls within the Healthcare, Insurance or Financial Domain.

Deliver first-class inbound client service (customer service) for every single contact as part of our operations.

Strong communication skills, both verbal and written, with the ability to convey complex information clearly and professionally.

Exceptional analytical and problem-solving skills and attention to detail, with the ability to analyze data and identify solutions to client inquiries and issues.

Superb willingness to resolve client issues or provide the best alternative solutions, resolving client friction points.

Outstanding client service skills through NPS and its driver indices, compliance, and efficiency metrics delivering best in class experience for all our clients, with full understanding of the complexity of their concerns.

Stay informed about market trends, regulatory changes, and industry developments relevant to investment banking operations

Document all client interactions, inquiries, and recommendations accurately and maintain comprehensive records in accordance with regulatory requirements and company policies.

Participate in training sessions and professional development activities to enhance knowledge and skills relevant to wealth management, financial planning, and client service.

Strong team player mindset to excel not only individually but as a team through strong collaboration.

Develop and execute sound action plans that will result to outstanding results in key performance measures.

Assist the managers with deep dive discussions and remediation of top pain points to help improve performance.

Collaborate with internal teams, including financial advisors, portfolio managers, and estate planning specialists, to address client needs, resolve issues, and coordinate service delivery.

Key Skills:

Process customer requests accurately and efficiently, including purchases, redemptions, exchanges, and account updates.

Assist clients in completing required documentation for account transactions and ensure compliance with regulatory requirements.

Investigate and resolve customer issues or discrepancies related to account transactions, shareholder records, and transfer agency processes.

Educate clients on agency procedures, policies, and regulations to facilitate smooth transactions and ensure client understanding.

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