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Senior Specialist, Client Coverage
Career Insights for Customer Service Representative (General)
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Scorecard
Based on California data
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What they do
A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
$42,494 / year median in California
-9% projected decline
Job Description
"Leads development of new business through a portfolio of existing client relationships and/or new prospects, focusing on revenue growth through a combination of deepening and expanding existing relationships and cultivating new business. Accomplishes success through research, the application of technical expertise, and broad based internal and client interactions. Oversees the maintenance of the tracking database. Consults with more experienced staff on client's/prospect's strategic vision and uses an in-depth understanding of the firm's solutions and value proposition to help achieve that vision. Assists in creating and maintaining divisional reports. May assist in creating client presentations. With guidance, delivers the full value of the firm by leveraging the knowledge of the firm's product offerings and how they can best meet client needs with a solutions orientation. May require ideating bundled cross-product offerings customized to the client's specific needs. Assist with evaluating and structuring deal (pricing, contract terms, etc.) to determine the optimal terms for both the client and the firm's commercial objectives & risk appetite. Work closely with related teams (client service, operations, etc.) and other firm-wide resources (marketing, legal, compliance, etc.) to ensure all risk management/compliance activities relevant to business development, relationship management, and/or account management activities are conducted and captured. Assists with the entire sales lifecycle beginning with forward-thinking account planning and continuing with proper sales hygiene throughout the relationship. Fosters a constructive feedback loop with clients to serve both transactional needs to more involved and strategic product development. Ensures all client and deal info remains accurate and up to date in the appropriate eCRM/reporting platforms. Foster cross-collaboration internally and connect-the-dots across the firm. Remain intellectually curious about products within the firm to keep informed and up to date on all firm offerings. In support of more senior staff, responsible for achievement of organic, incremental growth (revenue, asset) goals within assigned client portfolio (may span across business lines). Assists full lifecycle of the sales relationship, including account/client profitability, business retention and client satisfaction. No direct reports. Modified based upon local regulations/requirements. Bachelor?s degree or the equivalent combination of education and experience is required. Advanced/graduate degree preferred. 2-4 years of total work experience preferred. Financial Services experience with a particular client type or product (Hedge, Pension, etc.) preferred as is prior experience in a related customer-facing role, Sales Support, Global Capital Markets or Product Management. Applicable local/regional licenses or certifications as required by the business. A good understanding of the relevant marketplace, competitive landscape and industry drivers in the relevant region is preferred. As global firm, bi-lingual capabilities are helpful as is an understanding of local/cultural nuances important for client trust.;;"
Benefits
- Dental Insurance