Wealth Management Online Client Servicing 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.

We have a balanced hybrid working model to ensure you get the flexibility you need and the successful candidate will spend their time between working in the office and working from home.

The environment is fast-paced and challenging. This is a great career opportunity for someone that is looking to start a career path in the financial services industry.

Training Schedule: Monday – Friday 8:30 a.m. – 5:00 p.m. AZ for 2-3 months

Permanent Work Schedule: Monday – Friday 8:00 a.m. – 4:30 p.m. AZ

This is a hybrid work arrangement that relies on the following technology to be enabled at home:

Home technology requirements:

• Internet speed of at least 940mb/sec

• Must be hardwired via ethernet cable, not Wi-Fi

• Dual monitors or at least a 32inch single monitor

Key Responsibilities:

Under direct supervision, the Wealth Management Online Client Servicing Representative is responsible for following established guidelines and identifying and resolving problems and servicing clients and partners both on the telephone and through email

Provide in-depth information regarding online enrollment features, maintenance and technical issues related to the bank's products and services. Must have the ability to troubleshoot and assist clients with various online capabilities as well as communicating proper documentation to be sent in for various inquiries. Accountable for regular reporting or process administration. May direct day-to-day work of junior level.

1. Manage large amounts of inbound and outbound calls in a timely manner providing quality servicing of client/partner calls through effective communication of call behaviors and accurate information.

2. Follow communication “scripts” when handling different topics and resolves client/partner inquiries the same day, if not during call.

3. Contact client by phone or email with any updates when resolution will take longer than 24 hours until issue is resolved.

4. Log all client/partner inquiries received via phone, email or fax with a detailed description of client issue/problem, research or action taken for resolution on the CRM database.

5. Seize opportunities to upsell products when they arise.

6. Send out appropriate email response, complete emails according to schedule.

7. Maintain system access and knowledge level as it pertain to each program that the representative has been trained on and frequently attend educational seminars to improve knowledge and performance level.

8. Provide accurate transactional information to clients to avoid creating any loss situations for the Unit.

9. Perform functional transaction processing (ACH Transfers, Stop Payments, wires and general maintenance) accurately and without any monetary errors.

10. Responsible for identifying customer needs, clarify information, research issues and provide solutions and/or alternatives.