Job Summary
- Location
- Ft Wayne, IN 46802
- Industries
- Financial Services
- Job Type
- Full Time
- Employee
- Career Level
- Experienced (Non-Manager)
- Job Reference Code
- 2580
Client Support Representative
About the Job
Broadridge is a leading full-service outsourcing provider to the global financial industry, capable of meeting the most demanding requirements for efficient, secure and scalable operational support. Our reach spans the world, and encompasses an extensive array of services - from account opening and securities transaction processing to correspondent clearing to document management and investor communications as well as full operational staff outsourcing. A steadfast source of processing support, we help financial services institutions and public companies increase productivity, streamline operations, enter new markets with new products more quickly, drive down back-office costs and better manage risk.
Today's dynamic business environment calls for this kind of reliable and efficient multi-dimensional support. Our wealth of solutions and deep expertise let you focus on differentiating your firm in today's complex and competitive global marketplace.
Position Description:
The Client Support staff greatly impacts overall client satisfaction with Broadridge. The Client Support Help Desk is responsible for a number of functions. These include: Support of other Broadridge departments, such as Project Specialist, and Account Management; interacting with the Client Service group as a point person on critical issues. This interaction also requires knowledge of brokerage industry terminology and an understanding of the underlying financial products and services, as well as technical expertise on a variety of Broadridge products and platforms. The Client Support Help Desk position can have a significant impact on the client’s organization and their ability to conduct their business in an efficient and timely manner. This is accomplished through proper tracking, escalation, and timely resolution of client issues.
The Client Support staff must have a complete knowledge of Investigo application as well as technical knowledge of the various Investigo functions. This will involve troubleshooting the Investigo application and understanding the client’s issue so that the problem can either be corrected or explained to the proper department for resolution.
The Client Support Staff interacts with clients in a professional manner by providing effective, efficient, timely and complete information to customers during issue resolution. Maintain positive relationships with the client as well as with internal Broadridge personnel. Answer, evaluate and prioritize incoming telephone; voicemail & email requests for assistance from users experiencing problems with the Investigo application; hardware; software; networking; applications and other computer-related technologies. Retain ownership and take responsibility to ensure each problem is completed within a specified period of time before closing ticket. Ensure work responsibilities are covered when absent. Research and analyze software and hardware problems of client users to determine the cause of the problem or error. Interview user to collect information about the problem and lead user through diagnostic procedures to determine cause of error. If the problem cannot be corrected ensure you have enough precise and clear information to be able to relay to the proper department. Professional communication within the department and be a Team player.
Some of the daily functions that the right candidate will perform are:
Competently analyzes and prioritizes information to make appropriate recommendations.
Speaks clearly and effectively providing detailed instructions to customers.
Is responsive and empathetic to customer needs by asking the appropriate probing questions to establish a solution to technical problem identified.
Have effective organizational skills and maintains accurate record keeping.
Familiarity with appropriate methods of writing technical support tickets.
Occasional project work as directed by Manager/Director of Support Department.
To Apply Visit Broadridge Financial Solutions, Inc.
Qualifications:
Expertise in PC Applications such as Microsoft Windows/Outlook, Excel, and Word.
Strong people skills, including working with difficult clients.
Superior problem determination skills.
Ability to work on multiple tasks under pressure and conflicting deadlines.
Excellent oral and written communication skills, including telephone skills.
Ability to adapt to clients changing needs and wants, within a widely varied client base.
Ability to accurately communicate department procedures in order to manage the training of and mentoring of Client Support Reps.
Ability to work with other Broadridge departments on a variety of issues.
Has solid working knowledge of the financial industry and the instruments within it.
Today's dynamic business environment calls for this kind of reliable and efficient multi-dimensional support. Our wealth of solutions and deep expertise let you focus on differentiating your firm in today's complex and competitive global marketplace.
Position Description:
The Client Support staff greatly impacts overall client satisfaction with Broadridge. The Client Support Help Desk is responsible for a number of functions. These include: Support of other Broadridge departments, such as Project Specialist, and Account Management; interacting with the Client Service group as a point person on critical issues. This interaction also requires knowledge of brokerage industry terminology and an understanding of the underlying financial products and services, as well as technical expertise on a variety of Broadridge products and platforms. The Client Support Help Desk position can have a significant impact on the client’s organization and their ability to conduct their business in an efficient and timely manner. This is accomplished through proper tracking, escalation, and timely resolution of client issues.
The Client Support staff must have a complete knowledge of Investigo application as well as technical knowledge of the various Investigo functions. This will involve troubleshooting the Investigo application and understanding the client’s issue so that the problem can either be corrected or explained to the proper department for resolution.
The Client Support Staff interacts with clients in a professional manner by providing effective, efficient, timely and complete information to customers during issue resolution. Maintain positive relationships with the client as well as with internal Broadridge personnel. Answer, evaluate and prioritize incoming telephone; voicemail & email requests for assistance from users experiencing problems with the Investigo application; hardware; software; networking; applications and other computer-related technologies. Retain ownership and take responsibility to ensure each problem is completed within a specified period of time before closing ticket. Ensure work responsibilities are covered when absent. Research and analyze software and hardware problems of client users to determine the cause of the problem or error. Interview user to collect information about the problem and lead user through diagnostic procedures to determine cause of error. If the problem cannot be corrected ensure you have enough precise and clear information to be able to relay to the proper department. Professional communication within the department and be a Team player.
Some of the daily functions that the right candidate will perform are:
Competently analyzes and prioritizes information to make appropriate recommendations.
Speaks clearly and effectively providing detailed instructions to customers.
Is responsive and empathetic to customer needs by asking the appropriate probing questions to establish a solution to technical problem identified.
Have effective organizational skills and maintains accurate record keeping.
Familiarity with appropriate methods of writing technical support tickets.
Occasional project work as directed by Manager/Director of Support Department.
To Apply Visit Broadridge Financial Solutions, Inc.
Qualifications:
Expertise in PC Applications such as Microsoft Windows/Outlook, Excel, and Word.
Strong people skills, including working with difficult clients.
Superior problem determination skills.
Ability to work on multiple tasks under pressure and conflicting deadlines.
Excellent oral and written communication skills, including telephone skills.
Ability to adapt to clients changing needs and wants, within a widely varied client base.
Ability to accurately communicate department procedures in order to manage the training of and mentoring of Client Support Reps.
Ability to work with other Broadridge departments on a variety of issues.
Has solid working knowledge of the financial industry and the instruments within it.
