Customer Service Representative (Financial)

Description du poste:

The primary responsibility of the Customer Service Representative is to handle customer calls and provide outstanding service by addressing customer inquiries and concerns. This role involves accurately documenting all customer interactions and delivering high-quality service in alignment with established guidelines and key performance indicators.

Fonctions et responsabilits:

Answers customer calls and addresses issues/concerns regarding Wealth/Insurance Management.
Assesses customers needs/requests by effective information gathering, research, and problem-solving based on standard processes
Provides accurate and complete needed/requested information following a set of call flows and processes.
Communicates appropriate options to provide timely and long-term resolution
Clearly and Accurately Documents/Logs all customer interactions following the quality standard
Coordinates with higher level of support for the out-of-scope type concerns

Qualits requises pour russir dans ce rle:

At least Senior High School Graduate (K-12) or College Undergrad
Customer Service/Contact Center Training and/or Certification is an advantage but not a requirement
Career Experience
>1 year of Call Center Experience as a Customer Service Representative
>1 year experience in servicing Wealth/Insurance Management engagements/accounts
Skills
Ability to carry on a spontaneous and personable conversation in English.
Establishes rapport and promotes effective relationships with customers, Good interpersonal skills
Effectively facilitates customer interactions following the Company and Clients service strategy and policies.
Ability to anticipate customers future needs and provides options for holistic service.
Ability to deescalate irate or difficult customers
Ability to document relevant call details clearly and cohesively following quality standards.
Proactive compliance and Knowledge Retention on call flows, directives, and processes.
Typing/keyboarding proficiency
Basic Computer and Internet Literacy.

Other Expectations
Schedule Adherence: Complies to assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies to rest day schedules; adheres to leaves filing policy outlined by the engagement/company
Quality Compliance: Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function
Teamwork and Communications: Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings); Acts as backup for teammates and addresses excessive transaction queues caused by absenteeism
Team player
Can work under pressure
Amenable to work on a shifting schedule
Must be flexible with the ability to adapt to changes quickly.
Proactive and has a customer service-oriented mindset
Receptive to feedback and willing to learn

Comptences:

• Finance
• Gestion de patrimoine

Ce que vous pouvez attendre de nous:

Together, as owners, lets turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.