Client Services Representative handling inquiries in mortgage services. Focused on phone and email communication with strong emphasis on customer service skills.
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Hybrid Lead Client Services Representative – CONTRACT, Hybrid, Flexible Options
Posted 3 months ago
About the role
- Client Services Representative responsible for driving business growth and client retention. Engaging with TPA and Non-TPA clients in a hybrid work environment.
Responsibilities
- Function as primary point of contact for all facets of relationships, including but not limited to, retention initiatives, problem resolution, communications, and product enhancements
- Proactively engage clients to identify and anticipate emerging needs beyond immediate requests
- Derive, understand, and document the client's business needs including identifying client specifications, conducting research, and recommending solutions
- Develop tailored solutions that align with both client goals and organizational objectives
- Understanding of client’s agreements to help facilitate questions around invoicing/billing, pricing, and general agreement questions
- Partner with Client Development to look for cross-selling and growth opportunities
- Seek and provide client feedback in the development of new products or product improvements
- Ensure clients are aware of API and ongoing enhancements; coordinate training/testing with SME and log new requests
- Keep abreast of industry trends and understand regulatory items
- Deliver quality products and services by attending internal training and providing training to client
- Schedule, lead and document regular client meetings as required for all facets of the client relationship from service, products, enhancements, and invoicing
- Monitor client requests by researching and gathering information and providing continual client updates
- Establish relationship with internal partners responsible for servicing the accounts
- Get to know the Client Services team members especially those specific to your clients and partner on service model
- Schedule virtual one on one with CS partner(s) ongoing to ensure mutual client support and address open items
- Work with Manager and internal teams to ensure Service Standards
- Participate in on-going training and development
Requirements
- Bachelor’s degree or equivalent experience preferred.
- At least three years of financial industry experience needed including two in a relationship management capacity.
- Retirement industry certification preferred.
- Functional/technical skills
- Attention to detail
- Written communication skills
- Comfort around higher management
- Process management
- Ability to work under tight deadlines
Benefits
- Flexible work arrangements
- Professional development opportunities
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