Client Care Services Senior Rep - Client Loyalty (NRF)
Core
Senior Client Care Representative handling complex and semi-complex inquiries, transactions, and root cause analysis for Financial Representatives and clients in a call center environment.
Role type
Senior IC Client Care Services Representative
Builds
Client service experiences and transaction resolutions for Financial Representatives and policyholders
Domain
Financial Services / Insurance
Deliverable
client delivery
Required skills
Root cause analysis, Escalation management, Case management, Adaptive communication, Data security, Problem-solving, Multi-tasking, Process improvement
Preferred skills
Associates degree in business, 2+ years customer service experience, Knowledge of single and multiple risk products, Basic tax understanding, Computer proficiency
Technologies
Current software packages, Self-service capabilities, Website tools
Responsibilities
Answering client questions and providing servicing options, Resolving complex inquiries and transactions, Researching and evaluating solutions to complex problems, De-escalating difficult client situations, Advocating for clients and Financial Representatives, Driving continuous improvement in processes, Handling high-volume calls with accuracy
Seniority
Senior, hands-on IC