Client Service Representative

The Role

As a Client Service Representative (CSR), you will be responsible for delivering high-quality service and support to Advisory and Insurance clients using web-based systems for tracking, information gathering, delivering education, and troubleshooting issues.  This role involves handling customer inquiries related to accounts, transactions, products, and services, while ensuring compliance with regulatory requirements and internal policies. The CSR serves as a trusted resource, providing accurate information, resolving issues efficiently, and promoting a positive client experience. 

The Requirements

Deliver Service Excellence

• Provide a high level of client service support while handing client questions and concerns in respect to products and services.

• Quickly build rapport and respond to clients in a compassionate manner by identifying and exceeding expectations.

• Demonstrate flexibility to customize client service approach to meet all types of communication styles and personalities.

• Ensure compliance with financial regulations, company policies, and data privacy standards. 

• Meet or exceed performance metrics including call quality, productivity, and client satisfaction scores.

• Handle sensitive customer information with confidentiality and integrity. 

• Demonstrate ability to maintain a high level of client service in a changeable work environment.

• Educate clients on digital tools, account features, and self-service options. 

• Possess a cooperative and positive attitude towards clients, internal contacts and team members.

Resolution and case management

• Handle in-bound and outbound client calls in a professional manner and in accordance with defined service levels and expectations.
• Resolve client issues and concerns, escalate complex cases to appropriate channels.

• Demonstrate knowledge, understanding and compliance with applicable licensing, regulatory obligations, and internal policies and guidelines by providing appropriate and accurate information.

• Maintain and document complete and accurate call and case notes in CRM systems.

• Demonstrate ability to maintain a high level of customer service in a changeable work environment.

• Works effectively in multiple internal systems to solve problems.

• Receive direction and coaching to improve performance.

• Participate in team meetings and training.

Communicate

• Listen, assess, and understand client needs and questions using a consultative approach.

• Provide regular, professional communication and follow-up with clients as needed.

• Effectively and empathetically assist clients over the phone.

• Demonstrate patience and kindness toward concerned callers.

The Qualifications

Skills and Capabilities

• Excellent ability to communicate effectively in a client service setting, including verbal and written communication skills.

• Ability to quickly assess current state issues and formulate a response/resolution using analytical and problem-solving skills.

• High level of attention to detail and accuracy.

• Strong computer skills with the ability to navigate multiple software applications while on client calls.

• Ability to work in a multi-tasked environment and prioritize and organize work.

• Excellent oral and written communication skills and the ability to present complex issues/data with a high level of clarity and impact.

• Ability to communicate professionally and courteously 

• Ability to read, analyze, and interpret documents and detailed correspondence, procedure manuals, and applications.

• Proven success in client service and/or consultative sales environment.

Experience and Expertise

• Minimum 3 years’ experience in a client service setting.

• Working knowledge of investment and insurance products.

Education and Licenses

• Bachelor’s degree

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $45,000– $70,000 USD per year. This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets