Client Representative Specialist
About The Position
New Direction Trust Company (NDTCO) is hiring a Client Representative Specialist to join their Call Center team. This role is the primary point of contact for clients, managing inbound communications and providing accurate and timely support across various channels. The Client Representative acts as a client advocate, ensuring clients feel supported and informed. This position is suitable for individuals seeking to establish a career in financial services, client support, and call center operations within a growing company. It is important to note that this is not a sales-oriented role.
Requirements
- Strong ability to guide clients through secure login processes and online account navigation.
- Proven ability to calm and de-escalate frustrated or upset clients using empathy, active listening, and clear communication.
- Excellent verbal and written communication skills with a professional and client-centered tone.
- High typing proficiency and ability to efficiently document interactions while multitasking.
- Strong phone presence with the ability to manage multiple screens and systems simultaneously.
- Ability to work independently with minimal supervision in a fast-paced call center environment.
- Demonstrated professionalism, reliability, and strong work ethic.
- Ability to handle highly confidential and sensitive information with discretion.
Responsibilities
- Provide exceptional client support through inbound phone calls, secure messaging, and assigned tickets or tasks.
- Serve as a client advocate by researching issues thoroughly and coordinating with internal teams to ensure timely resolution and warm hand-offs when specialized support is needed.
- Accurately document, triage, escalate, and track client inquiries, issues, and resolutions.
- Manage multiple communication queues, including phones, chat, portal messages, service requests, and tasks.
- Assist clients with navigating the NDTCO client portal and website, including login support, updating contact or payment information, and completing investment-related forms.
- Identify trends, recurring issues, and opportunities for workflow improvements and report them to leadership.
- Collaborate with business systems and internal teams to troubleshoot, escalate, and resolve portal or website-related issues.
- Support internal teams by prioritizing and escalating client requests as needed to ensure service level expectations are met.
- Uphold NDTCO’s commitment to professionalism, confidentiality, and high-quality client service at all times.
Benefits
- Competitive salary based on experience
- Comprehensive health, dental, vision, and life insurance
- Optional HSA with employer contributions of $90/month
- PTO plus paid major holidays
- 401(k) retirement plan with company match up to 3%
- Optional short- and long-term disability insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
