Client Services Representative

Description:

• Applies standard procedural solutions and utilizes internal resources to address client needs and ensure timeliness and accuracy of work.
• Evaluates problems and situations to determine importance and urgency. Conducts research and processes adjustments when necessary independently or with other departments to the mutual satisfaction of the client and Invesco.
• Fully documents and forwards complaint items for permanent filing.
• Monitors the quality and timeliness of service delivery to customers in order to guarantee customer satisfaction by accepting full accountability for an item until resolved.
• Performs detailed evaluation of inquiries and rejected transactions, takes appropriate action for each item and monitors quality and timeliness of resolution so that it meets our standards.
• Places outbound calls as needed to obtain information and provide solutions to the client, appropriately documents the phone call.
• Records comments on items with regards to research, newly obtained information or phone calls.
• Responds in a professional, timely and empathetic manner to both telephone and written inquiries from internal and external clients.
• Stays current with all products, fund changes, fraud warnings, and all other policy and procedure changes that could affect one’s ability to produce quality work.
• Utilizes computer applications to access account information and reference materials. Enters financial and non-financial transactions and verifies completeness and accuracy of work.
• Performs other duties as assigned.

Experience you bring:

• High School Diploma required.
• Bachelor’s degree preferred, but not required.
• Financial services experience a plus.
• Work experience in customer service environment preferred.
• Strong communication skills.
• Ability to make quick decisions, establish priorities and concentrate on detailed information sometimes under stressful conditions.
• Strong reasoning skills and an aptitude for problem solving.
• Ability to cooperate in a team environment.
• Proficiency with keyboarding and computer fundamentals in a Windows environment.
• Basic mathematical skills necessary.