Customer Service Representative III, New Jersey

Our Client, a Banking company, is looking for a Customer Service Representative III for their Pennington, NJ/ Hybrid location.

 

Responsibilities:

This position is with the Merrill Abandoned Property Team, which performs critical and time-sensitive Non-Financial Regulatory Reporting (NFRR) processes including, but not limited to, performing abandoned account identification, handling statutory due diligence mailings and client claims, and completing regulatory escheatment reporting. This role involves contact with clients, branch office personnel and external U.S. state/territory unclaimed property employees with a focused goal of reuniting clients with their assets. The primary responsibility of this position will be to address client inquires and requests via inbound and outbound phone calls. Phone calls may require additional action at point of call including, but not limited to, leaving detailed call notes, updating all applicable systems, performing full verbal verification via LexisNexis, manually sending documents and instructions to clients as needed, and entering requests into the Service Request Portal.

Answering client calls and email inquiries while processing various assignments

Multitasking while communicating with clients and branch offices via phone

Adhering to strict schedule for phone support.

Conducting outreach in effort to reunite abandoned clients with their assets

Performing regular account maintenance, including document review, to ensure accuracy

 

Requirements:

Previous Call Center/Contact Center experience

Must maintain positive and professional attitude in a team-oriented, fast-paced work environment

Proficient at de-escalating situations and finding proper resolution for the client

Work effectively and efficiently in a team environment

Have ability to effectively service/resolve client inquiries

Excellent writing and analytical skills

Demonstrate organizational skills and proven attention to detail

Confidence with the ability to soft touch client

Previous Call Center

Intermediate proficiency with MS Word, Outlook and Excel

Flexibility to perform well in a changing environment as processes evolve

Ability to prioritize and manage multiple job-related duties, including day-to-day tasks

 

Why Should You Apply?

Excellent growth and advancement opportunities

 

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.