We are currently looking for Customer Service Representative within our Banking Operations team.

As a Customer Service Representative in Banking Operations, under direct supervision you will assist in

the timely and accurate handling of all account holder related inquires and needs. As a contact center

within Northern Trust, the Investor Services Team takes inbound calls from our Retained Asset and

Corporate Liquidity clients.

Major Duties:

• Manage large amounts of inbound and outbound calls in a timely manner providing quality

servicing of client/partner calls through effective communication of call behaviors and accurate

information.

• Log all client/partner inquiries received via phone, email or fax with a detailed description of

client issue/problem, research or action taken for resolution on the CRM database.

• Maintain system access and knowledge level as it pertains to each program that the

representative has been trained on and frequently attend educational seminars to improve

knowledge and performance level.

• Provide accurate transactional information to clients to avoid creating any loss situations for the

Unit.

• Perform functional transaction processing (ACH Transfers, Stop Payments, wires and general

maintenance) accurately and without any monetary errors.

• Responsible for identifying customer needs, clarify information, research issues and provide

solutions and/or alternatives.

• Works effectively as a team member but also independently.

• Knowledgeable of the core aspects of the job and beginning to develop a basic understanding of

the business function.

Qualifications - Previous Call Center/CSR experience (financial industry is a plus)

Responsibilities.

• A College or University degree not required

• Must have experience in comparable industry and/or call center setting or customer support

role is preferred.

• Familiarity with CRM systems and practices and banking terminology such as investments,

redemptions, ACH’s wire transfers.

• Strong phone, verbal and written communication skills required.

• Strong active listening and interpersonal skills needed with aptitude to handle irate/challenging

callers with minimal assistance.

• Highly flexible and adaptable to change; able to adapt to a fast pace environment to different

personality types and able to learn quickly.

• Multi-tasking skills; self-motivated with ability to set priorities and manage time effectively.

• Computer literacy is required with the ability to navigate several different applications/systems

simultaneously.

• Strong teamwork capabilities.