Client Services Representative

eClerx•Fayetteville, NC

12d•Onsite

About The Position

The Client Services Representative delivers high-quality, multi-channel support to internal branch clients and external clients within a wealth management environment. This role serves as a key point of contact between branch personnel and the central Client Services team, answering inbound calls and chats, educating clients on account services and capabilities, documenting interactions, and providing first-line technical troubleshooting support. Success in the role requires strong organization, attention to detail, excellent follow-up, and a customer-centric approach to thoroughly resolving inquiries in a fast-paced, changing environment. This position works within Service Group Client Services, supporting the Firm’s Financial Advisors, assistants, internal branch clients, and external clients. The role is important to maintaining reliable, responsive service for branch personnel and clients by connecting customer service, account support, and first-line technical assistance in one service experience.

Requirements

High school diploma or equivalent required
Prior experience in a customer service, client service, branch support, or contact center role, ideally within financial services or wealth management.
Excellent verbal and written communication skills, including proficient typing and grammar skills.
Strong organizational skills, attention to detail, and excellent follow-up skills.
Superior customer-centric focus and proven ability to thoroughly resolve customer inquiries.
Ability to perform effectively in a fast-paced, multi-channel environment while handling a wide variety of tasks.
Proficiency with Microsoft Office Suite and ability to troubleshoot common Outlook and Microsoft Office issues.
Basic computer troubleshooting skills, including the ability to document calls and tickets accurately.
Windows navigation skills and basic understanding of computer networking.
Experience using remote access tools to assist clients.
Ability to provide first-line support and escalate appropriately when issues require higher-tier technical assistance.

Nice To Haves

Associate’s or Bachelor’s degree preferred.
A 4-year degree in a related field is a plus.

Responsibilities

Answer inbound calls and chats in a multi-channel environment from internal clients at branch locations.
Educate callers on Wealth Management account services, features, online services, document support, and available resources.
Provide tier 1 support for basic computer troubleshooting, including simple solutions, incident documentation, and CRM ticket creation.
Resolve a wide variety of inquiries efficiently, professionally, and with a superior customer-centric focus.
Document calls, tickets, steps taken, and resolutions accurately to support future reference and analysis.
Escalate complex technical or account-service issues to the appropriate higher-tier support team when needed.
Operate effectively in a fast-paced, changing environment while handling multiple tasks and priorities.
Follow up thoroughly to ensure issues are fully resolved and clients understand available tools and resources
Thoroughly resolve inquiries using a customer-centric approach
Educate branch clients on account services, capabilities, online services, and available resources
Use clear, polite, and professional communication to build productive
Guide users through basic computer troubleshooting and simple solutions.
Support Outlook, Microsoft Office, remote access, Windows navigation, peripherals, and basic networking inquiries.
Escalate complex issues to higher-tier technicians when needed.
Document calls, tickets, actions taken, and resolutions accurately.
Handle multiple tasks efficiently in a fast-paced, changing environment.
Apply strong organization, attention to detail, and excellent follow-up.