Client Services Representative

Focused exclusively on higher education, Higher One provides refund management services to higher education institutions and banking services to members of their community through a card based solution.  Higher One currently provides services for 1,000,000+ active banking customers across the nation.  And we do it without a single teller.  All service is provided via web or phone.  Account opening is conducted entirely online without paper signatures.  The self-service web channel is emphasized for transactions whenever possible.

In 2007, Higher One was ranked # 85 on Inc Magazine’s list of the 500 Fastest Growing Companies in the United States. Then in 2008, we were recognized by Entrepreneur Magazine as # 12 on their Hot 100 Businesses!

Our team is composed of smart, highly motivated and highly regarded professionals who thrive in a fast-paced, dynamic environment. As a Client Services Representative, you are at the forefront in shaping our clients’ experience. We are seeking a self-motivated individual who can provide stellar service to our clients by phone, email, and CRM tools. You will be responsible for liaising with other departments, such as Project Management, Relationship Management, Banking Services, and IT operations to provide two-way communication on client issues including problem prioritization, issue analysis, and issue resolution. Excellent analytical and troubleshooting skills are key to help to identify and resolve issues of varying levels of complexity. Overall, you should be an outstanding problem solver, creative thinker, and team player with excellent communication skills.

**The hours for this position will initially be 9am-6pm, with a possibility of changing to 11am-8pm sometime in the future.**

 We work hard and go the extra mile to keep our clients happy.  Do you have what it takes to join a team of smart, fun, highly motivated and highly regarded pacesetters?  Do you excel in exceeding client expectations and regularly deliver on commitments of heroic service? 

As a Client Services Representative, you are at the forefront in shaping our clients’ experience. You are a self-motivated individual who can provide stellar service to our clients by phone, email, and CRM tools.

You will work closely with Project Management, Relationship Management, Banking Services, and IT operations to provide two-way communication on client issues including problem prioritization, issue analysis, and issue resolution. Excellent analytical and troubleshooting skills will allow you to identify and resolve issues of varying levels of complexity. Overall, you should be an outstanding problem solver, creative thinker, and team player with excellent communication skills.

Responsibilities

·         Provide stellar service to our clients by phone, email, and CRM tools in a high volume environment.

·         Work effectively and efficiently with teammates from Client Operations, Banking Services, and IT Operations to troubleshoot and shepherd client issues to resolution.

·         Creative problem solving.

·         Document and track client issues using CRM tools.

·         Prioritize efforts to maintain focus on service levels metrics and overall business impact.

Skills/Requirements:

• Bachelor's degree preferred
• 2 to 3 years related experience required
• Proven propensity to learn new technologies and new skills quickly
• Detail oriented with strong organizational and follow-thru skills
• A knack for being the “calm" at the center of the storm
• Self-starter with a record of setting and achieving goals
• High level of ownership, accountability and initiative
• Demonstrated ability to develop relationships with customers and coworkers

Benefits:

• Medical, Dental, Vision, Flex Spending, 401K, Life Insurance, Short Term Disability, Long Term Disability
• Flexible work hours
• Casual dress
• 20 Paid Time Off Days per year
• 8 Holidays per year
• Fun events