Client Service Representative

The Role

As a Client Service Representative (CSR), you will be responsible for delivering high-quality service and support to Advisory and Insurance clients using web-based systems for tracking, information gathering, delivering education, and troubleshooting issues.  This role involves handling customer inquiries related to accounts, transactions, products, and services, while ensuring compliance with regulatory requirements and internal policies. The CSR serves as a trusted resource, providing accurate information, resolving issues efficiently, and promoting a positive client experience. 

The Requirements

Deliver Service Excellence

• Provide a high level of client service support while handing client questions and concerns in respect to products and services.

• Quickly build rapport and respond to clients in a compassionate manner by identifying and exceeding expectations.

• Demonstrate flexibility to customize client service approach to meet all types of communication styles and personalities.

• Ensure compliance with financial regulations, company policies, and data privacy standards. 

• Meet or exceed performance metrics including call quality, productivity, and client satisfaction scores.

• Handle sensitive customer information with confidentiality and integrity. 

• Demonstrate ability to maintain a high level of client service in a changeable work environment.

• Educate clients on digital tools, account features, and self-service options. 

• Possess a cooperative and positive attitude towards clients, internal contacts and team members.

Resolution and case management

• Handle in-bound and outbound client calls in a professional manner and in accordance with defined service levels and expectations.
• Resolve client issues and concerns, escalate complex cases to appropriate channels.

• Demonstrate knowledge, understanding and compliance with applicable licensing, regulatory obligations, and internal policies and guidelines by providing appropriate and accurate information.

• Maintain and document complete and accurate call and case notes in CRM systems.

• Demonstrate ability to maintain a high level of customer service in a changeable work environment.

• Works effectively in multiple internal systems to solve problems.

• Receive direction and coaching to improve performance.

• Participate in team meetings and training.

Communicate

• Listen, assess, and understand client needs and questions using a consultative approach.

• Provide regular, professional communication and follow-up with clients as needed.

• Effectively and empathetically assist clients over the phone.

• Demonstrate patience and kindness toward concerned callers.