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Call Center Representative Job Locations US-MA-BostonPosted Date 1 day ago(9/3/2019 1:16 PM) Job ID 2019-2202 # of Openings 5 Category Operations
Boston Private is a leading provider of fully integrated wealth management, trust and private banking services. For more than 25 years, Boston Private has taken a highly personalized approach to serving the complex financial needs of individuals, families, business owners, private partnerships, nonprofits and community partners. Boston Private is also an active provider of financing for affordable housing, first-time homebuyers, economic development, social services, community revitalization and small businesses.
Headquartered in Boston, Boston Private has offices across the U.S. including Boston, San Francisco, San Jose, Los Angeles and South Florida. Private banking and trust services are provided through Boston Private Bank & Trust Company. Wealth management services are provided through Boston Private Wealth LLC, an SEC registered investment adviser and a wholly owned subsidiary of Boston Private Bank & Trust Company.
The Call Center Representative (CCR) - will be responsible for effectively communicating with Clients to understand their needs, accurately document their issue and determine the best course of action. The CCR will be responsible for ongoing support of the Q2 Online Banking System, including assisting clients with online navigation, client communication, troubleshooting issues and escalation as required.
The CCR will collaborate with colleagues across the organization to solve complex client inquires and actively participate in department initiatives to better serve Boston Private Clients. CCR will also address and appropriately escalate, if required, other client issues regarding Deposits, Loans, and General Inquires.
The CCR will be located in the 10 PO Square Boston office and will report to the Call Center Manager. This is a full time position.
The Call Center Desk will be open from 8 a.m. – 8 p.m. Monday - Friday (EST), and hours will be staggered to accommodate coverage.
Demonstrate and maintain exemplary internal and external client service standards
Communicate information clearly to ensure prompt first-time resolution
Ensure accurate and timely processing of client requests
Troubleshoot client issues
Perform training to clients as necessary?
Respond to routine or complex product and service inquiries from clients
Understand and advise clients regarding industry best practices for online security protocols and fraud prevention
Build internal and external relationships through exceptional problem solving, ownership and follow-through
Proactively work with team to address urgent needs and take on teammates' duties as needed to ensure timely completion and shared ownership of department responsibilities
Ability to work in a fast paced environment
Actively participate in projects to enhance existing products and services and implement new ones
Solid understanding of Boston Private products and services
Training of new team members as necessary
Draw on knowledge and experience to recommend improvements to existing processes
Assist with updating existing procedures and reference materials
Systems & Technical Knowledge including Fiserv Signature, Nautilus, Salesforce, Microsoft Office
Additional duties, both related and unrelated to the regular duties, may be required
Bachelor's Degree preferred
Minimum 3 years' experience in retail banking or financial services preferred
Experience in a Client Service Call Center preferred
Outstanding business phone etiquette
Values the Client Experience
Excellent communication skills - oral and written
Strong Organization Skills
Boston Private is an Equal Opportunity Employer
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Internal Number: 6482612
About Boston Private Bank Trust Company
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