Client Services Representative

WillHire; Southfield (MI); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K

Job summary

WillHire in Southfield, MI seeks a Client Services Representative to support the Client Services team. You will be the main contact for internal and external clients, managing access websites and resolving general inquiries.

The role handles 50–60 calls daily, with busier periods during tax season. Training lasts 1–2 weeks, focusing on mock calls and SharePoint guides. Performance is measured by call quality, accuracy, and timeliness, prioritizing quality over quantity.

Qualifications

• 2-3 years of customer service experience, preferably in a call center.
• Ability to type and be on the phone simultaneously.
• Proficiency navigating multiple systems with dual monitors.
• Bachelor-level banking/financial services experience not required but preferred.
• High School Diploma or equivalent required.

Responsibilities

• Answer inbound calls from clients and provide exceptional service.
• Resolve general inquiries like username/password resets and updates.
• Document calls in Raymond James' system while on the line.
• Respond to inquiries or complaints from various channels.
• Research requests using policies, procedures, or practices.
• Coordinate problem resolution with relevant departments.
• Inform customers of standard procedures and resolutions.
• Follow up to ensure customer satisfaction.
• Determine best methods to resolve problems per company policy.

Skills

Customer service

Call center

Typing 40 WPM

Multi-system navigation

Microsoft Word

Microsoft Outlook

Excel basics

Clear communication

Education

High School Diploma or equivalent

Tools

Microsoft Word

Outlook

Excel

Job description

Job Summary

The Client Services Representative will support the Client Services team located in Southfield, MI. This role serves as the main point of contact for internal and external clients, including RJ branch associates, Financial Advisors, and their clients. Responsibilities include managing client access websites and resolving general inquiries. The role involves handling approximately 50-60 calls per day, with increased volume during tax season. Training will last 1-2 weeks, focusing on mock calls and utilizing SharePoint guides for customer scenarios. Performance will be evaluated based on call quality, compliance, documentation accuracy, and call time, with an emphasis on quality over quantity.

Essential Duties and Responsibilities

• Answer inbound calls from clients, providing exceptional customer service.
• Resolve general inquiries such as username/password resets, address changes, and phone number updates.
• Document call activity using Raymond James' proprietary system while on the phone with customers.
• Respond to inquiries or complaints received through phone calls, correspondence, or face-to-face contact.
• Review and research requests or problems, obtaining necessary information from policies, procedures, or practices.
• Coordinate problem resolution with appropriate departments.
• Inform customers of standard procedures or resolution of problems.
• Follow up verbally or in writing to ensure customer satisfaction.
• Determine the best method to resolve problems, ensuring customer satisfaction and adherence to company policies.

Knowledge, Skills, and Abilities

• 2-3 years of recent customer service experience, ideally in a call center.
• Ability to type and be on the phone simultaneously.
• Proficiency in navigating multiple systems and using dual monitors.
• Proficient in Microsoft Word, Outlook, and basic Excel.
• Typing speed of at least 40 WPM.
• Exceptional customer service skills with clear communication.
• Excellent verbal and written communication skills, with proper grammar and spelling.
• Experience in the banking or financial services industry is preferred but not required.
• Minimum of a High School Diploma or equivalent.

This is the pay range that Magnit reasonably expects to pay for this position: $20.62/hour - $27.50/hour

• Benefits: Medical, Dental, Vision, 401K