Client Services Representative III - Bilingual Mandarin

Description

This job is responsible for resolving complex client requests through calls, chats, or emails in an inbound contact center environment.

Key responsibilities include working in a challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience.

Job expectations include providing seamless service delivery by answering client questions, resolving problems, providing appropriate account maintenance, and looking for opportunities to deepen relationships through digital solutions.

Responsibilities :

• Identifies client needs and recommends solutions
• Records data captured during client interactions accurately
• Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
• Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
• Complies with industry regulations, bank procedures, integrity levels of the department's system and financial controls
• Resolves common request types and applies knowledge of expanded scope to additional specialty requests that have increased complexity and risk
• Navigates multiple systems, products, or skills to resolve client needs

Required Qualifications :

• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze / resolve complex client problems through creative solutions
• Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Communicates effectively and confidently with all clients to make their financial lives better
• Ability to engage with clients begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections
• Comfortable receiving ongoing performance feedback and coaching
• Ability to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology
• Has 1+ years of customer / client service experience, including experience handling difficult client situations
• Bilingual Mandarin required - Successful completion of the language assessment

Desired Qualifications :

• 1+ years of experience in the banking / financial industry
• 2+ years of experience working in a client service capacity

Skills :

• Attention to Detail
• Client Solutions Advisory
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Account Management
• Active Listening
• Adaptability
• Data Collection and Entry
• Problem Solving
• Analytical Thinking
• Client Experience Branding
• Fraud Management

Shift :

1st shift (United States of America)

Hours Per Week :