Customer Service Representative

Our Client, a Global Financial Services Firm, is seeking Customer Service Representative in their Memphis, TN location

Overview

The Client Services Representative will support the Client Services team based in Memphis, TN. This team serves as the primary point of contact for internal and external clients who have questions or require assistance with general inquiries. The client base includes branch associates, financial advisors, and their clients. The team also supports client access websites that allow users to view accounts, place online trades, and manage related services. This role focuses on handling high-volume inbound calls while delivering a strong customer experience, with an emphasis on quality, accuracy, and compliance.

Key Responsibilities

• Answer inbound calls from clients and provide exceptional customer service
• Resolve basic inquiries such as username or password resets, address changes, and phone number updates
• Document all call activity accurately and in real time using proprietary systems
• Respond to inquiries or complaints received via phone or written correspondence
• Research and review requests or issues using established policies, procedures, and guidelines
• Coordinate issue resolution with appropriate internal departments when necessary
• Inform customers of standard procedures and resolutions
• Follow up verbally or in writing to ensure customer satisfaction
• Determine the most effective resolution methods while adhering to company policies

Call Volume & Performance Expectations

• Average call volume: approximately 50–60 calls per day
• Peak periods (e.g., tax season): up to 80 calls per day
• Performance is evaluated based on call quality, compliance, documentation accuracy, and call handling time
• Emphasis is placed on quality over quantity

Training & Support

• Training duration: 1–2 weeks
• Includes mock calls and hands-on practice with systems
• Representatives do not use scripts; instead, they reference internal “go-to” guides housed on a shared knowledge platform
• Calls may be monitored periodically for quality and compliance purposes

Required Skills & Qualifications

• 2–3 years of recent customer service experience, preferably in a call center environment
• Ability to type while actively engaging in phone conversations
• Strong multitasking skills with the ability to navigate multiple systems simultaneously
• Experience working with dual monitors
• Proficiency in Microsoft Word, Outlook, and basic Excel
• Typing speed of at least 40 WPM
• Excellent verbal and written communication skills with strong grammar and clarity
• Professional, customer-focused demeanor

Preferred Qualifications

• Experience in banking or financial services (preferred but not required)

Education

• High School Diploma or equivalent required