The principal purpose of the position is to act as a central point of contact for the client, ensuring all customer service-related tasks are completed promptly with a high degree of quality and efficiency. The CSR (Client Service Representative) will focus on resolution of all technical troubleshooting and account investigations and issues, identifying and resolving workflow issues and on ensuring clients' needs and expectations are formally discussed and analyzed to ensure that agreed quality standards are maintained. Job Responsibility: Field incoming inquiries from the product/segment classified client channels, such as '800'-telephone number fax email mail as it relates to Chase Connect related products. Inquiries normally fielded by the Solutions Center staff are Log On Assistance Basic Browser Troubleshooting Payments related inquiries and transactions Money Movement related inquiries and transactions Adhere to the policy, procedures and standards as governed by ISO, Risk and Compliance standards Ensure the prompt resolution of all customer queries while ensuring the client experience is world class. Investigate and resolve generic issues that generate escalated enquiries Assist Relationship Managers, Internal Partners, Client Service Professionals with queries on customers' accounts (e.g. following up on old queries or updates, escalations, etc.) Identify clients calling for transactional data and for manual payments in order to offer them the use of internal tools and Chase Connectplatforms, and discuss the benefits with them for self-serve. Investigate and inform senior management of potential processes that could reduce exposure. (i.e., formatting issues, inconsistent procedure interpretation among service centers, incorrect processes, etc.) Track all inquiries received into the service center regardless of channel in the case tracking tool Navigator. Prioritize responsibilities to ensure individual goals and objectives are met as defined in the scorecard. Required qualification, skills and capabilities Excellent communication skills (verbal and written) with emphasis on bankingterminology Demonstrate listening skills and ability to utilize probing questions to accurately assess inquiry or request Ability to work in a fast-paced environment and an adaptability to change Strong problem-solving and decision-making skills Exhibits ability to work effectively in a team environment Proficiency in MS Windows and Office with the ability to work with multiple applications at the same time
