- contract to possible hire
- pay $23
- Hybrid Schedule
- Start 1/10/24
Job Profile Summary: The Client Relationship Associate handles inbound calls, responds to client requests, resolves general account issues, and provides digital assistance. This role may also handle escalated issues.
Job Description:
- Provide exceptional client service through strong interpersonal and client relationship management (CRM) skills.
- Serve as the initial point of contact for clients, following standardized procedures to meet client needs. Conduct research for complex requests if necessary.
- Demonstrate self-sufficiency in following standardized procedures, utilizing multiple resources to find answers and resolutions independently, and meeting client needs and department efficiency metrics.
- Document client and team feedback to support service improvement efforts within the business.
- Use a consultative approach to position products and services to clients.
- Perform other duties as assigned.
Qualifications:
- Minimum of two years of related work experience required; experience in client services preferred.
- Undergraduate degree or equivalent combination of training and experience required.
Core Training Expectations:
- Length: 4 weeks (plus additional Journey-specific training if applicable)
- Work Model: Hybrid (Work From Home (WFH) on Monday and Friday, Office attendance on Tuesday through Thursday)
- Schedule: Monday-Friday, 8:30am-5:00pm local time
- Attendance: 100% required during training. The assignment may be terminated if an agent has more than 1 full day of Unscheduled Contractor Time Off (UCTO) or more than 3 occurrences of absences during Core Training.
Post-Training Expectations:
- Schedule:
- Typically Monday-Friday, 9:30am-6:00pm local time OR 10:30am-7:00pm based on business needs
- For Investments and Retirement, the schedule will be 10:30am-7:00pm local time
- The typical work week is 37.5 hours. Overtime is periodically offered based on business needs
- Mandatory overtime may be require
