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Rep, Client Service Banking Ops

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Operations/Banking
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73003 Requisition #
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The key responsibilities of the role include: 
  • Under direct supervision, responsible for following established guidelines and procedures. Servicing client and partner inquiries via phone and email on average 60 calls and 10 emails per day. 
  • Provide in-depth information regarding online Passport enrollment features, maintenance and technical issues related to the bank's products and services. 
  • Responsible for successfully authenticating the callers/clients prior to providing information on account/profile or performing any maintenance.
  • Must have the ability to troubleshoot and assist clients with various online devices and capabilities as well as communicating proper documentation to escalate issues to various departments for resolution.  
  • Manage/prioritize your day to handle high inbound and outbound call volumes in a timely manner providing quality servicing of client/partner calls through effective communication of call behaviors and accurate information. 
  • Follow communication “scripts” when handling different topics and resolve client/partner inquiries by end of call.   
  • Contact client by phone or email with any updates when resolution will take longer than 24 hours until issue is resolved. 
  • Log all client/partner inquiries received via phone, email or fax with a detailed description of client issue/problem, research or action taken for resolution. 
  • Seize opportunities to upsell products when they arise. 
  • Send out appropriate email response, complete emails according to schedule. 
  • Maintain system access and knowledge level as it pertain to each program that the representative has been trained on and frequently attend educational seminars to improve knowledge and performance level. 
  • Provide accurate transactional information to clients to avoid creating any loss situations for the Unit. 
  • Perform functional transaction processing (Stop Payments, internal fund transfers, check reorders and general maintenance) accurately and without any monetary errors. 
  • Responsible for identifying customer needs, clarify information, research issues and provide solutions and/or alternatives. 
  • Works effectively as a team member but also independently. 
  • Knowledgeable of the core aspects of the job and develop a basic understanding of the business function. 
  • Working towards becoming proficient in all areas of the job.

The successful candidate will benefit from having: 
  • A College or University degree and/or relevant proven work experience in comparable industry and/or call center setting or customer support role is preferred. 
  • Familiarity with CRM systems and practices and banking terminology such as investments, redemptions, ACH’s wire transfers. 
  • Strong phone, verbal and written communication skills required. 
  • Strong active listening and interpersonal skills needed with aptitude to handle irate/challenging callers with minimal assistance. Highly flexible and adaptable to change; able to adapt to a fast pace environment to different personality types and able to learn quickly.
  • Multi-tasking skills; self-motivated with ability to set priorities and manage time effectively. 
  • Computer literacy is required with the ability to navigate several different applications/systems simultaneously. Strong team work capabilities.
  • Work schedule will be: Sunday 7:00 am to 3:30 pm, Monday through Thursday 8:00 am to 4:30 pm, Off days will be Friday and Saturday.
  • Training will be Monday through Friday 8:30 am -5:00 pm for approximately 3 to 4 months

For more than a century, Northern Trust has worked hard building our legacy of outstanding service, expertise and integrity. From a Chicago-based bank founded in 1889, we now have more than 20 international locations and 18,500 employees globally. We serve the world’s most-sophisticated clients – from sovereign wealth funds and the wealthiest individuals and families, to the most-successful hedge funds and corporate brands.

We burnished our reputation as a global leader delivering innovative investment management, asset and fund administration, fiduciary and banking solutions enabled by sophisticated, leading technology. And through it all, we continually laid a solid, forward-looking foundation on which future generations can continue growing and achieving greater.


As of December 31, 2018, Northern Trust Corporation had:
  • $10.1 trillion in assets under custody/administration
  • $7.6 trillion in assets under custody
  • $1.1 trillion in assets under management
  • $132 billion in banking assets 

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Reasonable Accommodation
Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email our HR Service Center or call 1-800-807-0302 (North America), +630-276-5353 (Asia Pacific), +44(0)207 982 4357 (Europe, Middle East and Africa) and let us know the nature of your request and your contact information.

Equal Employment Opportunity Statements
  • APAC EEO Statement
    • APAC EEO STATEMENT

      It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

  • Canada EEO Statement
    • Canada EEO STATEMENT

      Northern Trust is an Equal Opportunity Employer. Hiring and other employment decisions at Northern Trust are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected by federal, provincial, or local law, regulation, or ordinance.

  • EMEA EEO Statement
    • EMEA EEO STATEMENT

      It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

  • USA EEO Statement
    • USA EEO STATEMENT

      It is the policy of The Northern Trust Company to afford equal opportunity in all phases of employment without regard to an individual's age, race, color, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status. EEO poster (U.S.)EEO is Law Poster Supplement