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Customer Service Representative Level III

Chandler, AZ

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Job Description u2022The Wealth Claims Lost/Stolen associate will be responsible for the initiation of various fraud and non fraud claim types including credit card, ATM, debit card, check fraud, ACH transactions, and online wire transfers for banking and brokerage products and would operate as a concierge for the client base. u2022Associates will handle inbound calls from advisory clients. u2022They will be responsible for resolving client merchant, credit, or ATM claims within the bank's policies and procedures. u2022Responsibilities include: investigate and decision daily incoming claims using multiple systems and tools; resolve client differences; answer service requests and inquiries received from various channels. u2022The associate may also debit or credit client's accounts as appropriate, process chargebacku2019s or update clients regarding pending claims. u2022They 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. u2022Works within a team environment. u2022They may provide support and training to other service associates within the department. Key Responsibilities include: u2022Handle incoming client and branch office calls utilizing professional telephone and problem solving skills u2022Assisting clients with brokerage and/or banking claim inquires, initiation, and updates. u2022Minimize fraud and financial loss by blocking and reissuing client material ( i.e. cards, checks) u2022Consistently achieve minimal or beyond expectations for performance metrics and quality standards Training schedule: u20226am, MST u2013 8:30, MST for 8 hours with 30 minute lunch u2022Start time could vary but would fall between above hours u2022Training will be 6-8 weeks u2022Please set expectation that there is no time off during training period The department hours are as follows: u2022Monday u2013 Saturday | 6am-10pm, MST (AZ Time) u2022Sunday | 4am-10pm, MST (AZ Time) u2022Vacation/Time Off requests u2013 All requests are based on availability, business need and must be preapproved in advance by their manager u2022Candidates must have open availability with no schedule restrictions and will include at least one weekend day in their schedule u2022Candidate will be assigned a schedule 4-6 weeks into training u2022Could be an opening, mid-day or closing shift u2022It will include weekends u2022Required to work holidays (site is open all holidays) u2022Voluntary Overtime available depending on business needs u2022Not often but we have had to mandate overtime in the past Job Requirements u2022Must have banking/financial experience u2022Must have call center customer service experience

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