Client Services Representative

Job Title : Client Services Representative

Job Location : Southfield, MI-48033

• Job Duration : 6 months contract Duties : Local candidates only to Southfield, MI. Hybrid role onsite 3 days per week and WFH 2 days per week. Wednesdays and either Monday or Friday are mandatory, the third day may be chosen by the new hire.
• Strictly temporary for now but opportunity for extension or conversion may occur (not guaranteed)
• Laptop provided
• Work Schedule 9 AM ET- 6 PM ET with 1 hour lunch (must be in their seat logged in at 9 AM) Attendance Policy- No more than 2 tardies and / or unexcused absences within a 30 day period.

The Client Services Representative (not to be confused with Client Service Associates) will be responsible for supporting the Client Services team located at the Southfield, MI office. The Client Services department is considered the 'main point of contact' for (internal and external) clients who have questions or general inquiries that need resolution. The client base consists branch associates, Financial Advisors, or the clients of Financial Advisors. In addition, this particular team manages client access websites, where clients can access their accounts, online trade, etc.

These 4 Client Service Reps will be responsible for handling basic customer inquiries, such as : a client forgot their username or password, client needs to update their home address or phone number, etc.

The typical call volume per Client Service Rep is roughly 50-60 calls per day. However, call volume will increase during tax season and the associates may receive up to 80 calls per day.

Training will last 1-2 weeks. The CSR's will practice doing mock calls with other associates. The Client Services team does not read off scripts while on the phone. Instead, they will have access to a SharePoint site which houses 'go-to' guides on how to handle various customer scenarios. Performance Monitoring Management will randomly listen in on calls in order to evaluate performance. They will primarily be measuring call quality, compliance (ensuring all of the necessary steps were taken i.e. verifying the caller's identify before proceeding, etc.), documentation / accuracy, call time, etc. Manager stated that their department focuses more on quality rather than quantity.

Education : Minimum of a High School Diploma or equivalent