Location: Chandler, AZ
Duration: 6 months
Shift: Mon-Sun 6 a.m. to 10 p.m. (Shifts vary, 8 hour days). Must be able to work weekends and holidays, call center is open 365 days a year
The Wealth Claims Lost/Stolen associate will be responsible for the initiation of various fraud and non-fraud GWIM claim types including credit card, ATM, debit card, check fraud, ACH transactions, and online wire transfers for GWIM banking and brokerage products and would operate as a concierge for the GWIM client base. WCLS associates will handle inbound calls from advisory clients, and MLSN. They will be responsible for resolving client merchant, credit, or ATM claims within the bank's policies and procedures.
Investigate and decision daily incoming claims using multiple systems and tools; resolve client differences; answer service requests and inquiries received from various channels. The WCLS associate may also debit or credit client's accounts as appropriate, process chargeback s or update clients regarding pending claims. They will also maintain internal operational and financial controls for all assigned cases and ensures that all cases are resolved in compliance with industry regulations and internal policy and procedures. Works within a team environment. They may provide support and training to other service associates within the department.
Key Responsibilities include:
- Handle incoming client and branch office calls utilizing professional telephone and problem-solving skills
- Assisting GWIM clients with brokerage and/or banking claim inquires, initiation, and updates.
- Minimize fraud and financial loss by blocking and reissuing client material (i.e. cards, checks)
- Consistently achieve minimal or beyond expectations for performance metrics and quality standards
- Organizational skills and the importance of being detailed oriented
- Incoming call center - fast-paced environment, 50-60 calls per day
- Expectation is that you are on the phone ready to take calls and client requests promptly at your start time
- Employees typically learn 1-2 skills and then are expected to learn more as they become proficient.