Client Services Representative

Job Summary

The Client Services Representative will support the Client Services team located at the St. Petersburg, FL home office. The department serves as the main point of contact for internal and external clients with questions or general inquiries. The client base includes RJ branch associates, Financial Advisors, and their clients. This team also manages client access websites for account management and online trading. Representatives handle basic customer inquiries, such as username or password resets and updating contact information. Typical call volume is 50-60 calls per day, increasing to 80 during tax season. Training lasts 1-2 weeks, including mock calls. Performance is evaluated based on call quality, compliance, documentation accuracy, and call time, with a focus on quality over quantity.

Essential Duties and Responsibilities

• Answer inbound calls from clients while providing exceptional customer service.
• Resolve general inquiries such as username/password resets, address changes, and phone number updates.
• Document call activity using Raymond James' proprietary system while on the phone with customers.
• Perform various duties as assigned by management.
• Respond to inquiries or complaints received through phone calls, correspondence, or face-to-face contact concerning the bank's products or services.
• Review and research requests or problems, obtaining necessary information from policies, procedures, or practices.
• Coordinate problem resolution with appropriate departments.
• Inform customers of standard procedures or resolution of problems.
• Follow up, either verbally or in writing, to ensure customer satisfaction.
• Determine the best method to resolve problems to ensure customer satisfaction and adherence to company policies.

Knowledge, Skills, and Abilities

• 2-3 years of recent customer service experience, ideally from a call center.
• Ability to type and be on the phone simultaneously.
• Proficiency in navigating multiple systems and using dual monitors.
• Proficient in Microsoft Word, Outlook, and basic Excel.
• Typing speed of at least 40 WPM.
• Exceptional customer service skills with clear communication.
• Excellent verbal and written communication skills, with proper grammar and spelling.
• Experience in the banking or financial services industry is preferred but not required.
• Minimum of a High School Diploma or equivalent.

This is the pay range that Magnit reasonably expects to pay for this position: $19.88/hour - $26.51/hour

Benefits: Medical, Dental, Vision, 401K