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NextGen Person

Service Specialist II in Maryland Heights, MO at NextGen

Date Posted: 6/14/2018

Job Snapshot

Job Description

Service Specialist II



Opportunity Overview



Department Summary:


Assist branch teams with opening and editing non-retirement accounts, trust accounts, and business accounts. This includes discussing required fields during account opening, documentation required, and required client information. Also assist branch teams with applying POA to eligible accounts and reviewing certain account restrictions, and supporting other account maintenance questions.




Responsibility Summary:


Staff phones daily to assist branch teams (approx. 65+ calls a day). Some written communication when needed. Adhere to assigned daily schedule.


Preferred Work Schedule/Hours



  • Hours of the department are 7-7; must be able to accommodate a schedule within those hours. The later shift is likely.


Required:



  • Must be able to accommodate a shift between 7 am - 7 pm; the later shift is likely

  • Please do not submit candidates that can't accommodate ANY shift between 7 am - 7 pm

  • Sound judgment, decision making and conflict resolution skills

  • Strong verbal and written communication skills and strong interpersonal skills

  • Highly organized, detail-oriented, resourceful, and adaptable to changing priorities

  • Highly dependable and punctual

  • Ability to multitask

  • Strong technical skills in Microsoft Office, web-based programs, and Service Center

  • Comfortable talking on the phone and having an engaging conversation

  • Ability to keyboard (type on a computer)


Preferred:





  • Capacity to both work independently and collaborate in a team environment

  • Empathetic, patient, and calm demeanor in fast paced environment

  • Prior customer service experience

  • Prior Finance industry experience

  • High school education required, college degree beneficial




Additional helpful detail:


Training and duration



  • 5-7 days of classroom training

  • Followed by 2- 3 weeks on the job training


On the job expectations



  • One minute or less After Call Work (ACW)

  • 78% or greater Availability

  • 85% or greater Alignment to Schedule (ATS)

  • 90% or greater Branch View Surveys (BVS)

  • Login and Logout timely (no late logins)

  • Scheduled breaks and lunch daily