Job Description

• contract to possible hire
• pay $23
• Hybrid Schedule
• Start March

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:

1. Provide exceptional client service through strong interpersonal and client relationship management (CRM) skills.
2. Serve as the initial point of contact for clients, following standardized procedures to meet client needs. Conduct research for complex requests if necessary.
3. Demonstrate self-sufficiency in following standardized procedures, utilizing multiple resources to find answers and resolutions independently, and meeting client needs and department efficiency metrics.
4. Document client and team feedback to support service improvement efforts within the business.
5. Use a consultative approach to position products and services to clients.
6. 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

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