Associate, Decedent Solutions

Responsibilities:

• Processes financial transactions accurately.

• Assist with various requests for information, referring more complex matters to colleagues.

• Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.

• Carry out standard customer service activities and handle simple customer inquiries.

• Maintain files and records.

• Organize own work schedule each day in line with changing priorities.

• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Knowledge of:

• General office practices and procedures.

• Microsoft Word, Access, Excel and Outlook to create/update documents, reports, spreadsheets.

Skills :

• Organizational and time management skills sufficient to prioritize workload, handle multiple tasks, and meet deadlines.

• Problem solving and analytical skills sufficient to assess client issues and accurately provide resolutions.

• Operating call center software applications.

• Communicate information orally and in writing in a clear and effective manner sufficient to explain complex regulations.

• Acquire and maintain new knowledge in an ever changing regulatory environment.

• Uses clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.

• Supports business processes by effective use of standard office equipment and standard software packages.

• Develop appropriate plans or perform necessary actions based on recommendations and requirements.

• Make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability.

• Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.

• Plan, organize, prioritize and oversee activities to efficiently meet business objectives.

• Develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

• Connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.

• Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.

• Meet high customer service standards.

• Understand and effectively operate all customer management systems.

• Perform elementary data analysis for use in reports to help guide decision making.

• Select, deploy and get the best results from the most appropriate office system.