Rep, CS Banking Ops

Northern Trust; Tempe (AZ); On-site; USD 40,000 - 52,000; Full time

Job summary

Northern Trust seeks a customer service representative in Tempe to manage high volumes of calls and deliver quality client service. You will follow scripts, document issues in CRM, and provide timely updates when resolutions extend beyond 24 hours.

The role emphasizes strong communication, adaptability to a fast-paced environment, and collaborative teamwork within the Northern Trust culture.

Qualifications

• Strong phone, verbal and written communication skills.
• Active listening and interpersonal skills.
• Ability to adapt to a fast-paced environment.

Responsibilities

• Handle large volumes of inbound and outbound calls with quality service.
• Follow scripts to resolve inquiries the same day when possible.
• Contact clients by phone or email for updates on resolutions.
• Log inquiries with detailed issues and actions in CRM.
• Identify upsell opportunities when they arise.
• Maintain system access and knowledge of programs trained on.

Skills

Phone communication

Written communication

Active listening

Multi-tasking

CRM knowledge

Education

College degree

Tools

CRM systems

Job description

About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.

Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.

With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Major Duties

• 1. Manage large amounts of inbound and outbound calls in a timely manner providing quality servicing of client/partner calls through effective communication of call behaviors and accurate information.


• 2. Follow communication “scripts” when handling different topics and resolves client/partner inquiries the same day, if not during call.


• 3. Contact client by phone or email with any updates when resolution will take longer than 24 hours until issue is resolved.


• 4. Log all client/partner inquiries received via phone, email or fax with a detailed description of client issue/problem, research or action taken for resolution on the CRM database.


• 5. Seize opportunities to upsell products when they arise.


• 6. Send out appropriate email response, complete emails according to schedule.


• 7. Maintain system access and knowledge level as it pertain to each program that the representative has been trained on and frequently attend educational seminars to improve knowledge and performance level.


• 8. Provide accurate transactional information to clients to avoid creating any loss situations for the Unit.


• 9. Perform functional transaction processing (ACH Transfers, Stop Payments, wires and general maintenance) accurately and without any monetary errors.


• 10. Responsible for identifying customer needs, clarify information, research issues and provide solutions and/or alternatives.


• 11. Expected to use some initiative but refer more complex problems to supervisors/experts.


• 12. Works effectively as a team member but also independently.


• 13. Knowledgeable of the core aspects of the job and beginning to develop a basic understanding of the business function.


• 14. Working towards becoming proficient in all areas of the job.

Knowledge

Strong phone, verbal and written communication skills required. Strong active listening and interpersonal skills needed with aptitude to handle irate/challenging callers with minimal assistance. Highly flexible and adaptable to change; able to adapt to a fast pace environment to different personality types and able to learn quickly. Multi-tasking skills; self-motivated with ability to set priorities and manage time effectively. Computer literacy is required with the ability to navigate several different applications/systems simultaneously. Strong team work capabilities.

Experience

A College or University degree and/or relevant proven work experience in 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’s wire transfers.

Work Authorization

Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Northern Trust will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [e-mail], or alternatively you can discuss your individual requirements with the recruiter you are working with.

About Our Tempe Office

The Northern Trust Tempe office opened in 2015 with 75 employees and now serves over 75 different business functions with more than 700 employees. The team is recognized as a Global Capability Center that delivers exceptional value, quality, expertise and innovation through our diverse talent. Learn more.