Job Information
Aerotek Client Service Consultant 4 in Chandler, Arizona
Description:
Description
Responsible for supporting internal and external customers by providing a more complex variety of support services in account management, operations, documentation, customer service and technical support, and quality assurance. Duties include: working with existing customers and relationship managers to present product or service information, discuss operating problems and identify opportunities to cross-sell other services; assessing and analyzing account
activity, reports, cash flow projections and financial statements for customers to identify irregularities and determine retention resolution; preparing monthly/quarterly financial and profitability reports and loan reports; promoting Bank services and seeking new business with present and prospective
customers; consulting with management on high level financial planning; identifying external customer needs and evaluating profitability and risk; preparing marketing proposals; assisting with special projects relating to product conversions and new product development. Provide guidance to lower level staff.
Project being stood up to help with backlog of volume of over 4,000 complaints in our legacy system that need to be resolved before the system shuts down. Our goal is to have all cases resolved by the end of January. Once those are addressed, we will provide training on the new system and the project will move to working in there.
-Operational and service complaints are on a variety of subject matter….anything ranging from poor service received at a branch or in the contact center to back office functions and transacting on the account. Our case advisors have to perform research on each to determine if the issue has already been resolved and communicated to the client, and if not, work with the back office/front office and or the client to obtain information and resolve. Most resolutions are done in writing to the client, but there may be times where it makes sense to deliver it verbally. Also, clients may call in for an update on their case or for questions after receiving the resolution letter. Given this is a client facing role, you need to be adept at diffusing situations and able to translate the information in a way the client would understand (refraining from acronyms and adding additional color to the explanation to educate the client).
The cases will be assigned to your queue on a routine basis, where you are responsible for around 50 complaints at any given time (number subject to change based on business need). As the cases come in, you should work to triage the cases frequently and ensure you are working the cases in the order of risk/age. You are expected to autonomously work through your cases/deliverables. We ask that the project team each close 8-10 cases per week on average (average because we understand some weeks you have a harder time getting responses or have harder cases, but the next week should make up for that when responses come back along with new cases being researched) with a 95% or higher quality rating assigned by the QA team. Hitting these metrics is entirely feasible, but does require good time management, attention to detail and organizational skills.
When working through the cases, it is important to recognize escalation needs (Elder abuse, ADA concerns, etc) as well as opportunities to advocate for the client where needed. We may see that an error may have harmed the client financially, so we should investigate to see if money is owed, or maybe the back office is requiring paperwork that may not necessarily be required, so we should be recognizing when we should provide credible challenge back to the business to see if they can process as is.
Training will most likely be in group sessions with a Team Lead who will cover policy/procedures, research tools and will walk through some live cases together. You will then receive a few cases to work through, where you will be able to ask questions and work closely with the Team Lead. We will then start assigning larger numbers of cases over for you to start working through.
Top Skills Details:
6 plus months of brokerage experience
Knowledge of brokerage vocabulary
Licensed in Series 7
Additional Skills & Qualifications:
6 plus months of brokerage experience
Knowledge of brokerage vocabulary
Licensed in Series 7
Experience Level:
Expert Level
About Aston Carter:
Aston Carter is a distinguished global provider of recruitment and staffing services to companies requiring highly specialized business professionals. As a Best of Staffing® Client and Talent leader, Aston Carter has an unrivaled commitment to delivering first class service to clients and business professionals across a variety of disciplines, including Accounting and Finance as well as Governance, Risk and Compliance. With more than 60 offices across Europe, Asia Pacific and North America, Aston Carter provides local, regional and global expertise to drive value and meet our customers' unique needs. Aston Carter is a division of Aerotek. Aerotek is an operating company of Allegis Group, a global talent solutions provider.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.