As a Client Support Representative, you will be supporting financial institutions and other clients use print and mail services; responding to client inquires and research of client issues relating to production, quality, delivery schedules, and production specifications. You will also be responsible for client billing and reporting.

Essential Job Responsibilities:

• Responsible for researching and providing information regarding customer inquiries received via phone, email, or incident tickets and diagnosing, resolving, and communicating resolutions to client and/or other departments.


• Responsible for delivering consistently excellent customer service over the phone and in writing, navigating systems, procedures, and other resources to provide accurate and timely resolution to customer inquiries, and documenting problem resolution and customer contact.


• Responsible for researching and diagnosing customer disputes and identifying the most efficient means to resolve them to the satisfaction of the company, and the client.


• Make recommendations to resolve critical issues and error trends or other recurring issues.


• Building open communication channels with key client personnel and internal/external business units, establishing and facilitating periodic touch point meetings and providing all necessary data to be used for the purposes of conducting periodic Business Review meetings.


• Provide reports and activity logs for management and client review.


• Coordinate implementation of solutions.


• Other responsibilities include providing flexible assistance through cross-training and support to meet and exceed performance, customer satisfaction, and service level goals and providing follow up as needed on customer inquiries to ensure resolution satisfies customers and meets all internal expectations.

The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.

You’re the kind of person who can:

• Multi-task


• Communicate with all levels of the organization


• Learn quickly to define client issues, collect data, establish facts and draw valid conclusions


• Think analytically


• Work with confidential data


• Work independently


• Has passion for helping clients (Internal and external)

Basic qualifications for consideration:

• Advanced knowledge of Microsoft Word and Excel


• Bachelor’s Degree or High School diploma or GED with reconciliation and billing experience


• Experience with reconciliation and billing

Preferred qualifications for consideration:

• Account Management Experience


• Knowledge of Power Point


• Experience in the financial services industry


• Experience with print statement production