Senior Registered Client Service Associate

Job Description

Responsibilities: Receive visitors and respond accurately and promptly to a broad range of questions and issues raised. Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements. Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints. Find the most effective ways to respond to routine functional inquiries. Involves following procedures and precedents. Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving customer problems. Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Carry out a wide range of branch operations tasks and give customers advice on more complex products. Responsible for retaining existing customers and attracting new ones. Prepare moderately complex documents using a variety of applications for technology devices, such as standard office software. Also responsible for gathering and summarizing data for reports. Schedule appointments, make arrangements for meetings and conferences, and organize travel plans, following instructions to ensure more senior colleagues or a senior executive make the best use of their time. Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Skills: Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies. Works with guidance (but not constant supervision) to orient the seller's organization around delivering to the key needs of their customers.  Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.  Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance. Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements. Works at an intermediate level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works with guidance. Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making. Works with guidance (but not constant supervision) to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client. Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance. Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives. Works with guidance (but not constant supervision) to uncover clients’ explicit needs and/or unforeseen opportunities and challenges. Works at an intermediate level to analyze potential solutions and create recommendations based on the expected benefits, costs, and overall value of the solution for key stakeholders. Typically works with guidance. Works at an intermediate level to understand business context, needs, rules, and architecture, as well as organizational structure, cultures, capabilities, and processes to document the current state of processes and the business. Typically works with guidance. Works with guidance (but not constant supervision) to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations. Works with guidance (but not constant supervision) to quickly and effectively establish trust within the buy