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Customer Service Representative (Level II)
Ref No.: 18-08186
Location: Pennington, New Jersey
Job Description:
The Wealth Claims Lost/Stolen associate will be responsible for the initiation of various fraud and non fraud GWIM claim types including credit card, ATM, debit card, check fraud, ACH transactions, and online wire transfers for GWIM banking and brokerage products and would operate as a concierge for the GWIM client base. WCLS associates will handle inbound calls from advisory clients. They will be responsible for resolving client merchant, credit, or ATM claims within the bank's policies and procedures. Responsibilities include: investigate and decision daily incoming claims using multiple systems and tools; resolve client differences; answer service requests and inquiries received from various channels. The WCLS associate may also debit or credit client's accounts as appropriate, process chargeback's or update clients regarding pending claims. They will also maintain internal operational and financial controls for all assigned cases and ensures that all cases are resolved in compliance with industry regulations and internal policy and procedures. Works within a team environment. They may provide support and training to other service associates within the department.

The WCLS Associates are required to have a broad knowledge of the financial industry and an understanding of GWIM's service model and technology. May be required to solve problems and investigate/resolve a wide variety of issues and requests include gathering additional information , setting expectations and working with other support organizations to fulfill requests. Meeting or exceeding established service level agreements and department set performance metrics. May handle escalated issues by successfully navigating the organization to resolve client requests. Is accountable for the successful resolution of all client requests. After the required training curriculum is successfully completed and a passing grade on both of the practical and written assessments is achieved, the Associate will assume the WCLS position servicing inbound client contacts. The Associates are required to provide complete and accurate information regarding Bank's brokerage and Bank Claims process.

Key Responsibilities include:
• Handle incoming client and branch office calls utilizing professional telephone and problem solving skills
• Assisting GWIM clients with brokerage and/or banking claim inquires, initiation, and updates.
• Minimize fraud and financial loss by blocking and reissuing client material ( i.e. cards, checks)
• Consistently achieve minimal or beyond expectations for performance metrics and quality standards

The incumbent must consistently demonstrate excellent verbal and written skills and exhibit a strong commitment to client satisfaction and service ownership via observable call management behaviors. GWIM Claim Service Associates must also demonstrate a cooperative and professional work ethic while achieving the required call center metrics (example: duration, adherence, service levels, client satisfaction) that are utilized to evaluate their performance.

• Weekends Required
• Bachelor's Degree preferred

Shift: 37.50 hours; Mon-Fri, contractors can work anywhere from 7am-6pm & Sat 5:30am-1:30pm; 4 or 5 days per week