Customer Service Representative (Level III)

Transaction Management Ops Representative

This position is with the Brokerage Abandoned Property Team which performs critical and time-sensitive Non-Financial Regulatory Reporting (NFRR) processes including but not limited to performing abandoned account identification handling statutory due diligence mailings and client claims and completing regulatory escheatment reporting. This role involves contact with clients branch office personnel and external U.S. state/territory unclaimed property employees with a focused goal of reuniting clients with their assets. The primary responsibility of this position will be to address client inquires and requests via inbound and outbound phone calls. Phone calls may require additional action at point of call including but not limited to leaving detailed call notes updating all applicable systems performing full verbal verification via LexisNexis manually sending documents and instructions to clients as needed and entering requests into the Service Request Portal.

Additional duties include:
- Answering client calls and email inquiries while processing various assignments
- Multitasking while communicating with clients and branch offices via phone
- Adhering to strict schedule for phone support.
- Conducting outreach in effort to reunite abandoned clients with their assets
- Performing regular account maintenance including document review to ensure accuracy

Required Skills:
- Previous Call Center/Contact Center experience
- Must maintain positive and professional attitude in a team-oriented fast-paced work environment
- Proficient at de-escalating situations and finding proper resolution for the client
- Work effectively and efficiently in a team environment
- Have abilityto effectively service/resolve client inquiries
- Excellent writing and analytical skills
- Demonstrate organizational skills and proven attention to detail
- Confidence with the ability to soft touch client
- Previous Call Center
- Intermediate proficiency with MS Word Outlook and Excel

Desired Skills:
- Flexibility to perform well in a changing environment as processes evolve
- Ability to prioritize and manage multiple job-related duties including day-to-day tasks