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Client Service Representative
2 months ago
About the Role
The Client Service Representative will play a key role in supporting the success of our Group Retirement Solutions business by providing exceptional customer service to our clients. This individual will be responsible for managing a dedicated block of clients within Plan Sponsor Services, serving as the single point of contact for day-to-day service and ensuring that any service-related issues are resolved within specified timeframes.
Key Responsibilities
- Provide high-quality service to a select block of challenging cases by responding effectively to customers' questions, issues, and problems.
- Accountable for initial investigation of operational errors within Plan Sponsor Services.
- Coordinate with cross-functional areas to deliver client solutions and provide a single point of contact for service.
- Support external clients and internal clients by providing knowledge and expertise, and may be called upon to attend face-to-face meetings with Plan Sponsors.
- Develop 'win-win' solutions to complex problems under tight deadlines and manage boundaries between customer bases to ensure smooth workflow and seamless service.
- Communicate within the client environment to actively prevent errors and ensure all relevant parties are current and informed on case issues.
- Acknowledge internal and external client emails same day when received by 2pm EST and reply to voice mail same day.
- Identify trends in issues and errors, make recommendations for process changes to mitigate reoccurrence in the future, and work with clients on processes and best practices to provide quality work.
- Serve as primary intake for reconciliation requests and provide support for internal areas to understand requirements and expected outcomes, and work with clients to manage expectations and advocate for successful resolution.
Requirements
- Strong customer service experience demonstrating proven ability to manage and foster relationships with both internal and external partners.
- Strong knowledge of workflows, procedures, and the functionalities, complexities, and limitations of GRS systems.
- Good understanding of applicable legislation and/or privacy regulations and guidelines.
- Thorough knowledge of the area's business, systems, and procedures, and ability to understand and align work to customer objectives.
- Demonstrated strength at evaluating feasibility or practicality of ideas, assessing risk and trade-offs, and making informed and timely decisions.
- Good negotiating and influencing skills.
- Proven ability to quickly and easily adapt to changes within the business and organization, and ability to move from supporting one assignment to another.
- Innovative thinker with ability to generate new and unique ideas, approaches, and solutions to problems and opportunities.
- Strong interpersonal, communication skills, and presentation skills.
- Strong math skills used to reconcile financial reports and work with financial data.
- Proficient understanding of Excel and Word-based programs, including PowerPoint.
- Bilingual is required (French/English).
