CLIENT SERVICES AGENT (FINANCIAL ACCOUNT-VOICE)

Position Description.
PRIMARY OBJECTIVE.
Acting as the front-line of the company, these individuals project an excellent image of the company through providing timely, professional, accurate and courteous service when interacting with stakeholders via inbound phone calls.
RESPONSIBILITIES.
• Provide accurate, courteous, and timely service to incoming telephone, e-mail, and chat customer inquiries from various stakeholders regarding products, policies and procedures, and/or account related inquiries • Ensure a positive client experience is delivered by providing high quality customer service to new and existing clients • Investigate and research account-related issues and determine the appropriate actions that need to be taken to achieve resolution to such issues • Ensure that follow-ups are resolved within a timely manner and all service level agreements are met • Liaise with internal and external business units to effectively process and/or complete the request • Assist with special projects/tasks as assigned by management Other Expectations.
• Schedule Adherence.
Complies with assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies to rest day schedules; adheres to leaves filing policy outlined by the engagement/company.
• Quality Compliance.
Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function.
• Teamwork and Communications.
Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings); Acts as backup for teammates and addresses excessive transaction queues caused by absenteeism.
• Team player • Can work under pressure.
• Amenable to work on a shifting schedule • Must be flexible with the ability to adapt to changes quickly.
• Proactive and has a customer service-oriented mindset.
• Receptive to feedback and willing to learn.
Educational Background.
• At least Senior High School Graduate (K-12) or College Undergrad • Customer Service/Contact Center Training and/or Certification is an advantage but not a requirement.
Competencies / Skills.
• Fluent in English (verbal and written) • Exceptional verbal and written communication skills • Excellent organizational and interpersonal skills • Strong analytical and problem-solving abilities.
• Self-motivated, proactive, independent in solving problems.
• Strong business acumen with solid analytical skills and conceptual thinking • Ability to thrive in a fast-paced environment.
• Effectively facilitates customer interactions following the Company and Client’s service strategy and policies.
• Ability to document relevant call details clearly and cohesively following quality standards.
• Proactive compliance and Knowledge Retention on call flows, directives, and processes.
• Typing/keyboarding proficiency • Basic Computer and Internet Literacy.
Skills.
Analytical Thinking Detail-oriented Wealth Management What you can expect from us.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging.
Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life.
That’s why we call ourselves CGI Partners rather than employees.
We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value.
You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last.
You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.