Associate, Decedent Solutions

• Processes financial transactions accurately.
• Assist with various requests for information, referring more complex matters to colleagues.
• Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.
• Carry out standard customer service activities and handle simple customer inquiries.
• Maintain files and records.
• Organize own work schedule each day in line with changing priorities.
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Knowledge of:

• General office practices and procedures.
• Microsoft Word, Access, Excel and Outlook to create/update documents, reports, spreadsheets., * Supports business processes by effective use of standard office equipment and standard software packages.
• Develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization’s ability.
• Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.
• Plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.
• Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Meet high customer service standards.
• Understand and effectively operate all customer management systems.
• Perform elementary data analysis for use in reports to help guide decision making.
• Select, deploy and get the best results from the most appropriate office system.

• Organizational and time management skills sufficient to prioritize workload, handle multiple tasks, and meet deadlines.
• Problem solving and analytical skills sufficient to assess client issues and accurately provide resolutions.
• Operating call center software applications.
• Communicate information orally and in writing in a clear and effective manner sufficient to explain complex regulations.
• Acquire and maintain new knowledge in an ever changing regulatory environment.
• Uses clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.