Client Services Representative

About Northern Trust:

Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Client Services Representative

The successful candidate will provide in-depth support for our clients that utilize the benefit payments website. Some common support tasks include account maintenance, online access management and troubleshooting technical issues. This individual will field emails and phone calls received from clients and internal partners. Additionally, the representative will log description of the issue, research and action taken to resolve.

The key responsibilities of the role include:

• Follow communication “scripts” when handling different topics. Resolve client/partner inquiries the same day if not during call. Contact clients when resolution will take longer than 24 hours.
• Send out well composed and accurate email responses. Demonstrate appropriate call behaviors as outlined by the department.
• Accountable for client reporting and process administration.
• Process transactions accurately and without monetary errors. Examples include direct deposit transfers, stop payments, wires and general maintenance. Provide accurate transactional information to clients to avoid creating any loss situations for the bank.
• Identify client/partner needs, clarify information, research issues and provide solutions and/or alternatives.
• Expected to use some initiative but refer more complex problems to supervisors/experts.
• Seize opportunities to make suggestions to improve and streamline client projects and processes when they arise.
• Attend client meetings via conference call and occasionally in person.
• Works effectively as a team member but also independently. May direct day-to-day work of junior level.
• Maintain system knowledge as it pertain to each program that the representative has been trained on.
• Attend continued training to improve knowledge and performance level.
• Assist with call overflow from participant servicing center.

The successful candidate will benefit from having:

• Associate or bachelor’s Degree preferred. In lieu of college degree would consider 1+ years of client servicing or financial institution experience. High School Diploma/GED required.
• Knowledge of the company’s products or client servicing usually acquired through training programs or experience is required to support products for the participants.
• Strong phone, verbal and written communication skills.
• Active listening and interpersonal skills with aptitude to handle challenging callers with minimal assistance.
• Able to adapt to a fast-paced environment, different personality types and capacity to learn quickly.
• Able to navigate several different applications/systems simultaneously.

Working with Us:

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us.

Reasonable accommodation

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com.

We hope you’re excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.

Talk to us about your flexible working requirements and together we can achieve greater.

For further information, and to apply, please visit our website via the “Apply” button below.