Customer Service Representative

Westwood, MA | Contract

Post Date: 02/13/2018 Job ID: 80507 Specialty: Office Services

A leading financial services company in Westwood, MA is seeking a Customer Service Representative to join their team. In this contract role, you will provide retirement plan participants with information regarding their 401(k) and Defined Benefit plans. In this role, you will also provide comprehensive, high quality service to help participants make more informed decisions by educating them on plan features and investment options in an effort to help fulfill their plans for retirement. You will also communicate with customers, resolve their inquiries, listen for unspoken needs, perform financial transactions and respond effectively to each participant. Apply today!

Responsibilities for the Customer Service Representative:
  • Handle consistent volumes inbound customer calls per day generated from routine inquiries (account balance) to complex transactions (inter-account transfers)
  • Provide outstanding customer service and accurate information to inbound callers about all aspects of their accounts
  • Reference multiple on-line resources effectively while simultaneously conversing with customers
  • Partner across the organization to research and resolve complex inquiries
  • Work in a fast-paced environment where achieving target service levels (80% of calls answered in 30 seconds) are top priority
  • Build quick rapport with participants within the span of a phone call achieving first call resolution
  • Assist customers with any technical issues experienced with our website and escalate any issues to management appropriately.
  • Negotiate 'win-win' solutions to participant inquiries and issues directly or by consulting with appropriate resources
  • Document and track significant discussions or complaints. Initiate follow-up as appropriate
  • Identify trends and patterns of participant issues, and escalate to appropriate resources
Requirements for the Customer Service Representative:
  • Ability to learn quickly and remain calm under pressure, especially when faced with irate customer calls
  • Excellent listening skills and the ability to ask probing questions to understand participant concerns
  •   Ability to work in a department where calls are monitored and coached on a regular basis to provide constructive feedback for immediate improvement and personal development
  • Fluency in Spanish an asset
  • Minimum college graduate with previous work experience in a financial services 'call-center' environment with demonstrated service aptitude
  • Ability to develop quick rapport with customer base by demonstrating excellent interpersonal and communication skills
  • Technology savvy with a strong knowledge working with Microsoft Office
  • Strong organizational skills with great attention to detail
  • Strong multi-tasking and prioritizing skills with the ability to meet deadlines
  • Excellent written and verbal communication skills
  • Strong interpersonal skills with a customer service focus
  • Ability to work independently and as part of a team
  • Must be eligible to work in the U.S. without sponsorship                     


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