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Customer Service Representative - Bilingual English/Spanish in Chicago, IL at Computershare, Inc

Date Posted: 9/24/2018

Job Snapshot

Job Description

Bilingual English/Spanish - Customer Service Representative

At Computershare we invite you to share our vision and commitment to excellence in everything that we do. Our 16,000 people around the globe are entrepreneurial and innovative and serve our clients and customers with precision and reliability because they count on us to deliver, every time. 
We are a global market leader in transfer agency and share registration, employee equity plans, mortgage servicing, proxy solicitation and stakeholder communications. We also specialize in corporate trust, bankruptcy, class action and utility administration, and a range of other diversified financial and governance services.
Founded in 1978, Computershare is renowned for our expertise in high integrity data management, high volume transaction processing and reconciliations, payments and stakeholder engagement.  We are proud to say that many of the world’s leading organizations partner with us to streamline and maximize the value of relationships with their investors, employees, creditors and customers.
At Computershare we see diversity as a source of strength. The more perspectives we have, the better equipped we’ll be to meet the demands of our diverse global customer base. We want every person who joins out team, every customer and every supplier to feel welcome. We are an Equal Opportunity Employer and believe in equality for everyone, regardless of age, national or ethnic origin, sex, gender identity or expression, race, color, religion, disability, sexual orientation, protected veteran status or other characteristics protected be applicable law. That applies throughout our company, around the world with no exceptions, regardless of differences. We will hire, develop, reward, promote and retain people purely on the basis of their talents, commitment, potential and the results they achieve. We will work hard to make sure everyone is included within our organization, removing barriers and obstacles to give everyone an equal opportunity to succeed.
Computershare is committed to providing accommodations for candidates with disabilities throughout the recruitment and employment process. If you need any assistance, please let us know and we are happy to help.
Interested in joining our leading brand? Keep reading below about this position, click “Apply” to tell us about yourself, and take a quick 30 min assessment at the end of the application for immediate consideration!
 
Job Summary

The Bilingual English/Spanish (required skills)- Customer Service Representative is a key role in our organization accountable for engaging the shareholders of our client and delivering first-class customer service on our single client team.  Our Specialists resolve complex issues related to shareholder’s accounts and transactions, ensuring the highest levels of customer service and building shareholder confidence with each interaction.  They serve as a subject matter expert in areas related to shareholder inquiries in order to efficiently resolve shareholder issues for a single client.
 
Position Responsibilities & Essential Functions
  • Responds to customers via inbound/outbound calls or written correspondence to the day-to-day activities generated by claimant, shareholders, or other participants with relation to our client; and provides customers with exceptional customer service and a positive impression of self and organization through courteous, prompt, and responsive resolution of customer inquiries.
  • Researches account and transaction information and record to resolve issues and discrepancies; provides documentation on customer activities and information on products and services.  Uses multiple computer systems to locate, interpret, and communicate information to provide exceptional customer service.
  • Provides up to date and accurate information by utilizing knowledge of internal systems to source, interpret and communicate information to customers.
  • Escalates more complicated issues to appropriate Team Leader or ATL; identifies stakeholder, claimant trends or common issues and communicates to their Team Leader or ATL as appropriate.
  • Promotes additional services/ communication channels to customers when necessary.
  • Delivers first-class customer service 
  • Other duties or tasks as assigned by management.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
 
Qualifications

To perform this job successfully, an individual must be able to fluently speak English and Spanish, perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
Competencies
  • Intellectual agility/critical thinking
  • Analytical skill
  • Problem solving orientation
  • Proactive
  • Service orientation
  • Detail orientation
  • Technologically savvy
  • Customer Service focused
 
Skills
  • Strong ability to use technology – dual monitors, navigate multiple screens
  • Strong reading comprehension
  • Confident, friendly phone skills
  • Read and comprehend scripting in a clear manner
  • Good math skills – perform simple calculations 
  • (#, value of shares)
  • Present information in a logical/common sense manner
  • Display empathy – some callers are transferring shares due to a loss in the family
  • Clear pronunciation
  • Ability to master multi-tasking – typical tasks involve account research, functions on screen, remaining engaged with shareholder/caller
  • Open to receive and apply constructive criticism
  • Strong writing skills in English and Spanish – update account record
 
Education and Experience
  • High school diploma/GED required. College degree preferred; or six months to one year related experience and/or training; or equivalent combination of education and experience.
  • Ability to speak and hear on a telephone system is a requirement and essential function. 
  • Experience in financial services software and MS Office preferred.
 
Language Ability
 
English/Spanish Bilingual
 
Ability to read/comprehend simple instructions, short correspondence, and memos; write simple correspondence; effectively present information in one-on-one/small group situations to customers, clients, and other employees of the organization in both English and Spanish.
 
Mathematical Ability

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.  Ability to perform these operations using units of American money and weight measurement, volume, and distance.
 
Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • The noise level in the environment is moderate.
 
Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job the employee is regularly required to talk or hear. The employee is frequently required to sit, stand, walk, and reach with hands and arms, and use hands to finger, handle, or feel. The employee may occasionally have reason to lift up to 10 pounds. The vision requirements include close and distant vision.

*CB

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