Client Service Professional



Location: Houston, TX

Division: Talent Tree

Years Experience Required: 2

Language Requirements: English 





Client Profile:

We’re helping America’s best – educators, healthcare professionals, civil servants and more – plan for their futures. As the team managing nearly $55 billion in total assets, our Client Service Professionals provide exceptional service to our clients and act as a vital link between our clients and financial advisors. You really are a service ambassador – helping with account balances, financial transactions and providing expert service on every call.



What can you expect from us?

A comprehensive training program that’s designed to give you the tools you need to succeed. We offer an opportunity that will challenge and reward you each and every day. If you’re interested in stretching your mind and collaborating with some exceptional people, check out this opportunity!



Position Summary:

As a Client Service Professional, you will use your excellent communication skills and customer service knowledge to provide information about services and resolving client inquiries. This role is a “front-line” position that handles our Retirement Services clients’ inquiries regarding contract provisions, account balances, transfer of value, allocation changes, and personal data changes. In this role, you will also be reviewing and providing responses regarding client accounts, advising appropriate departments when corrective action is required, and following up as necessary. This position reports to a Team Manager within the Client Care Center. There are 12-14 team members in each unit within the call center. In this role, individuals work closely with group plan participants and Financial Advisors in addition to multiple departments.



Basic Requirements:

The ideal candidate for the position will have the ability to identify problem situations and appropriate sources of information to effectively provide resolutions to our client’s inquiries. Possess strong PC skills and the ability to work in a fast-paced multi-company, multi-system environment. Obtained a Bachelor’s degree and one to two years of customer service experience, preferably in a call center environment (a high school diploma may be substituted along with three to five years of relevant experience). Excellent written and verbal communication skills required. Knowledge of 401(K) pension plans or bilingual in Spanish are a plus!



The Client Care Center is open Monday to Friday, 7 AM to 8 PM. The first 9 weeks of employment will include training, with a work schedule of 8am-5pm. After training, new employees will be transferred to a work schedule of 11am to 8pm. Once successful progression has been made, you may be able to move to other shifts.



Performance Objectives:

Become a subject matter expert: Knowing our product lines, line by line, form by form, is the key to success in this position. It starts by acing the nine week training course. Learning continues by collecting information from each call and seeking out the best response. This way within 6 months, you know how to find out the answer to just about every common issue within a few minutes.



Maximize personal call center performance: Accurately, efficiently and warmly process inbound calls from internal and external customers. Develop an attitude of resolving every issue the same day. Our customers expect nothing less and our CSPs ensure that we deliver on this goal.



Strive for 100% attendance: This is a team environment where each person is dependent upon every other team member for success. Being on time and present everyday is a key part of this role. Without the CSP taking calls each day, the team and our clients suffer because our service levels are not met.



Set the standard for customer service excellence: You will be the company’s voice to the customer and Financial Advisors. Customers and Financial Advisors will depend upon you for expertise developed through training and experience as well as the ability to communicate that expertise. Solid listening skills are paramount in order to quickly determine the caller's underlying need or issue. Next, you must have the ability to ask questions in a polite and professional manner to ensure that the caller's needs and questions are accurately addressed. Additionally, you will be responsible for accurately and efficiently entering account changes, sending requests to other departments, and documenting the nature of the call and any follow up actions that you need to take.



Ensure 100% accuracy: Our products represent a major portion of our customers’ retirement programs. Accuracy and attention to detail are critical aspects of each transaction and interaction with our clients. While inputting changes, it’s important to verify each item to ensure they are exactly as intended. Our CSPs must own each record and take great pride in getting everything correct, as well as documenting the details.



Client focus: You will be expected to demonstrate a willingness to do whatever is necessary to ensure that client needs are met. In this role, you will manage expectations and monitor satisfaction; establish goals with the customer in mind and follow-up on client needs. This requires patience, openness, clear communications, affability and extra support.



Manage and organize all activities: Due to the constant flow of daily calls, it’s important to close out all unresolved issues every day. At times this requires seeking the inputs of others or getting the necessary approvals for changes. Keeping track of all tasks and open items and getting them completed throughout the day is an important part of your success.



Use technology to improve performance: Our advanced workflow system is the key to our ability to offer world class customer service to our clients. Our CSPs must become expert users quickly and be able to support and train others as needed.

To be considered for this opportunity your work history must be stable and your resume must be polished and accurate.

An EXTENSIVE background check is required.

Only EXPERIENCED candidates meeting ALL the criteria need apply.