Customer Service Advisor I- General Customer Service Job
Customer Service Advisor I- General Customer Service (Job Number: 1311439)
Description
This position is a critical part of our Service Model for customers, offering an additional layer of support for top tier customers that supplements their Account and Relationship Management teams. This additional support is focused on daily tactical issues, allowing our Account Managers to interface with customers on strategic issues more consistently, helping them grow their business. The individuals in this job will be charged with offering support on all of Pershing's Operations Areas for Select Customers with revenue between 3 million and 10 million dollars annually, Pershing's mid range customer asset class. They will be assigned a customer to work with on an ongoing basis, addressing escalated operational issues and building an effective relationship with key personnel at that firm. These individuals will be senior members of the Customer Service team and expected to travel periodically to visit their assigned customer in order to strengthen their relationship with them in addition to supporting Pershing s General Customer Service business unit. Customer interactions can span Pershing's entire suite of products and services, and individuals will be expected to have strong industry knowledge and previous service experience. In addition to their customer facing activities, individuals in this role will be expected to participate in internal activities and initiatives designed to improve the customer experience, including responding to Pershing s Customer Service Survey process. Associates require an in-depth knowledge of Pershing's operations, our customers, and the industry as a whole. In order to be effective and excel in the job associates will need to have an understanding of both the basic operations of each Pershing business area, as well as more detailed knowledge of each group's policies and procedures. While most Pershing Service Teams support one aspect of our business on behalf of customers, associates in this role will be supporting every type of Operational issue that Deutsche Bank Alex Brown and certain other customers encounter. Since the position supports all aspects of Pershing s operations, problems are often complex, requiring a significant amount of time to resolve. A good example of this complexity is handling issues pertaining to Pershing's Order Blasting functionality. An individual dealing with an Order Blast issue needs to understand the ultimate goal of the customer entering the orders as well as the different business areas that may need to be engaged in order to resolve the problem. One has to understand the technology involved as well as the business aspect of the issue, and determine quickly the root of the problem since it often involves live trades. When troubleshooting, there are numerous different areas involved, from technology to trading to operations. This type of situation has become more and more frequent as the business has evolved. This job is entirely customer facing, and has a large impact on the business as a result. Associates in this role are interacting with Pershing's entire customer basis, and work on a regular basis with Deutsche Bank Alex Brown, one of Pershing's most complex customers. The manner in which we respond to critical issues is a key driver of customer satisfaction. This position also takes pressure off the Account and Relationship Managers by handling escalated operational issues, which allows them to focus on strategic initiatives for our customers. Associates in this role will be supporting Select Customers with revenue up to 10 million dollars. In addition to strong problem solving skills, associates in this position require the ability to quickly and easily build lasting relationships with customers. This is critical since working with an assigned Select Customer will also involve visiting them periodically. Having strong listening skills and the ability to demonstrate empathy are an asset as well in order to be successful at responding to customer complaints. In order to effective resolve customer issues internally, one needs to possess strong influencing skills and the ability to negotiate an outcome that meets the needs of the customer while balancing any internal resource constraints or competing priorities.
Qualifications
College degree. Minimum experience is 3-5 years. Preferred experience is 5-7 years.
Primary Location: Lake Mary, FL, US
Internal Jobcode: 30289
Job: Customer/Client Service
Organization:
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