Operations Service Representative

Responsibilities:   Appropriately researches and resolves service issues that could not be resolved during the initial customer interaction or for workflows that have been unnecessarily rejected or that don?t exist. Demonstrated ability to work with diverse areas of the firm to resolve issues, keeping the customer apprised on the progress until the matter has been fully resolved.

 

Essential Functions:
Liaison between customer and other business units within E*TRADE to ensure resolution of customer service related issues; communicates as appropriate with external companies (i.e. transfer agents, contra brokers, banks). = 90% of time
Builds, creates, and develops internal relationships/contacts for the benefit of resolving service issues; overcomes obstacles and looks ?outside the box? to resolve service issues. = 10% of time

 

Minimum Required Skills: 

? Series 7, 63 required within 3 months of hire date.
Excellent customer service attitude and work ethic
Demonstrated conflict resolution and problem solving skills
Integrity and the ability to handle sensitive information and maintain confidentiality
Good judgment and problem solving skills
Excellent listening, written, and verbal communication skills
Ability to adapt to an ever-changing environment and appropriately prepare to manage a diverse number of service issues to ensure delivery of an improved and excellent customer experience
Approachable with the demonstrated ability to train, coach, and mentor
General understanding of company policies and procedures as well as department policies and procedures
Flexible, dependable, and conscientiousness
Demonstrates self-confidence and the ability to maintain composure in difficult situations
Accountability
Demonstrated understanding of relationships created by diverse customer and employee groups
Proactively anticipates situations, develops proposals, and positive solutions
Ability to set and achieve goals and work independently
Assist with internal projects designed to enhance service levels.
Ability to adhere to the schedule demands of a dynamic business environment often requiring schedule flexibility in a 7-day work week.
Demonstrated PC skills including familiarity with word processing, MS Office, spreadsheets and database management.