Rep, CS Banking Ops

Northern Trust; Montgomery (AL); On-site; USD 32,000 - 48,000; Full time

Job summary

Northern Trust in Montgomery, AL is seeking a customer service representative to handle a high volume of inbound and outbound calls, delivering quality service to clients and partners. A college degree is not required.

You will log inquiries in the CRM, provide accurate transactional information, and perform routine processing such as ACH transfers and wire maintenance, while expanding product knowledge through ongoing training.

Qualifications

• A college or university degree is not required.
• Experience in a comparable industry and/or call center setting or customer support role is preferred.
• Familiarity with CRM systems and banking terminology (investments, redemptions, ACH, wires).
• Strong phone, verbal, and written communication skills are required.
• Strong active listening and interpersonal skills, with aptitude to handle irate/challenging callers with minimal assistance.
• Flexible and adaptable to fast-paced environments and different personalities.
• Excellent multi-tasking skills; self-motivated with prioritization and time management.
• Computer literacy to navigate multiple applications/systems concurrently.
• Strong teamwork capabilities.

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner with quality service.
• Log all client inquiries via phone, email, or fax with detailed issue descriptions in the CRM.
• Maintain system access and knowledge across trained programs; attend seminars to improve performance.
• Provide accurate transactional information to clients to prevent losses.
• Process transactions (ACH transfers, stop payments, wires) accurately with minimal errors.
• Identify customer needs, clarify information, research issues, and provide solutions.
• Work effectively as a team member, while also functioning independently.
• Develop a basic understanding of key business functions.

Skills

CRM experience

Phone communication

Verbal communication

Written communication

Active listening

Multitasking

Teamwork

Time management

Tools

CRM systems

Job description

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner, providing quality servicing of client/partner calls through effective communication and accurate information.
• Log all client/partner inquiries received via phone, email, or fax with a detailed description of the issue/problem, research or action taken for resolution on the CRM database.
• Maintain system access and knowledge level pertaining to each program the representative has been trained on and frequently attend educational seminars to improve knowledge and performance level.
• Provide accurate transactional information to clients to avoid creating any loss situations for the Unit.
• Perform functional transaction processing (ACH transfers, stop payments, wires and general maintenance) accurately and without any monetary errors.
• Identify customer needs, clarify information, research issues, and provide solutions and/or alternatives.
• Work effectively as a team member while also functioning independently.
• Be knowledgeable of the core aspects of the job and begin to develop a basic understanding of the business function.

Qualifications

• A college or university degree is not required.
• Must have experience in a comparable industry and/or call center setting or customer support role is preferred.
• Familiarity with CRM systems and practices and banking terminology such as investments, redemptions, ACH, and wire transfers.
• Strong phone, verbal, and written communication skills are required.
• Strong active listening and interpersonal skills are needed, with aptitude to handle irate/challenging callers with minimal assistance.
• Highly flexible and adaptable to change; able to adapt to a fast‑paced environment, to different personality types, and to learn quickly.
• Excellent multi‑tasking skills; self‑motivated with the ability to set priorities and manage time effectively.
• Computer literacy is required with the ability to navigate several different applications/systems simultaneously.
• Strong teamwork capabilities.

Reasonable accommodation: Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [e-mail].