Client Services Agent

Client Services Agent

Employment Type: Full Time

Position Description:

• Resolves questions and issues with sales agreements and account documentation.
• Coordinates the management of the documents' database; ensures the alignment and integration of documents in adherence to the client's standards.
• Analyzes information and provides insights and recommendations.
• Executes the end-to-end documentation processes for assigned sectors, including distribution, collection, review, and analysis.
• Reviews higher-risk client requests and confirms that proper authorizations have been received.
• Determines the type of documents and appropriate actions as requested and establishes procedures and processes.
• Reviews documents to verify that forms are correctly completed and that required formats are used.
• Executes data entry/processing/tracking to support document management activities.
• Develops and maintains effective relationships with team members and stakeholders to execute work and fulfill service delivery expectations.
• Understands risks inherent in the operating area and ensures appropriate actions, including accuracy and safeguarding of all documents.
• Follows and reinforces records retention guidelines and policies for the type of documentation, as required.
• Participates in core processes' design, development, implementation, and management.
• Supports change management work to ensure the achievement of anticipated benefits.
• Proactively contact all stakeholders through proper channels (emails, chat, or Outbound calls) in accordance to client policies.

Your future duties and responsibilities:

• Responds to customer questions received via telephone calls, call backs and emails and via Service Now platform.
• Conducts initial support, investigation and diagnosis, resolution and incident closure, to ensure service levels are maintained.
• Effectively analyses and diagnoses complex problems with a satisfactory level of accuracy.
• Fosters trust and confidence by taking ownership of support issues, provides timely and accurate resolutions.
• Escalates issues that are beyond the scope of service to the appropriate groups.
• Maintains current knowledge and understanding of products, services, and processes.
• Executes work to deliver timely, accurate, and efficient service which involves analysis of issues and requests in order to determine the next steps required for the resolution.
• Broader work or accountabilities may be assigned as needed
• Amenable to working 100% onsite.
• Amenable to working on a graveyard and shift schedule
• Proactive and able to work independently.
• Schedule Adherence: Complies with assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies with rest day schedules; adheres to leave filing policy outlined by the engagement/company
• Quality Compliance: Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function
• Teamwork and Communications: Ensures attendance at all required meetings (either for engagement-related meetings or for company-related meetings); Acts as backup for teammates and addresses excessive call volume caused by absenteeism
• Must be flexible with the ability to adapt to changes quickly.
• Good verbal and written communication skills
• Handled financial accounts or has financial service background
• Experience/Knowledge of Banking Operations (lending products, including residential, commercial, consumer, and leasing and loan/mortgage operations processes and activities) is a plus

Required qualifications to be successful in this role:

• at least 6 months of CSR experience
• at least 6 months of experience in handling financial account
• at least high school graduate

Skills:

• Financial Services

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.