Level 2 Service Center Customer Service Representative

Scottrade, Inc., a financial services firm, partners with more than three million retail clients to provide the trading services and investment solutions they need to overcome barriers to financial success. Founded in 1980, Scottrade pairs its large nationwide branch network with advanced online products and services to help clients gain insight into the market and react quickly to trading opportunities.

The main purpose of this position is to enhance the client experience and build client loyalty by delivering a courteous, knowledgeable and professional customer service experience that encompasses Scottrade’s core values.

* Address client concerns via multiple channels (phone, chat, e-mail) with energy and empathy while collaborating as necessary with internal departments and team supervisors to resolve complex client inquiries. Utilize resources to promote first contact resolution. * Handle general brokerage and banking inquiries relating to products, services, policies and procedures including margin and options. * Engage with clients in dialog to identify unstated needs or financial goals that may be achieved by further utilizing Scottrade’s products and services. * Proactively educate clients by promoting Scottrade products and assist them to understand the features and benefits of Scottrade trading platforms and tools. * Review customer emails and compose timely and professional responses to inquiries, or forward and track emails to the appropriate department for review and response. (Technical Desk, Compliance, Supervisor, Marketing, etc.) * Effectively utilize our Customer Relationship Management (CRM) tool to document client interactions and to inform the branch office of new asset and product opportunities that require follow up and closure. Act as a branch liaison when appropriate. * Utilize customer service skills to achieve client satisfaction and meet measurable department goals. * Assist with projects as needed. * Perform other duties as assigned.

**Knowledge, Skills And Abilities Required:** * Ability to deliver a high level of customer service. * Strong written and verbal communication skills. * Ability to multi-task in a fast paced environment. * Ability to learn and effectively navigate between multiple computer applications at once while interacting with clients and resolving their inquiries. * Intermediate level understanding of banking products and services. * Ability and willingness to remain current on all position policies, procedures and trainings. Understanding of Scottrade products, policy and procedures and basic understanding of the Scottrade brokerage and banking divisions including Scottrade bank relationship with the Brokerage Line of Business. * Basic level proficiency with Microsoft Word, Excel, and Outlook. * Ability to work overtime when necessary based on seasonal changes in business volume. * Basic level proficiency with Microsoft Word, Excel, and Outlook. * Foster company success through a professional appearance, being courteous to customers and all Scottrade associates and by having a positive attitude. **Physical Activites & Requirements, Visual Acuity, Working Conditions And Noise Level:** * While performing the duties of this job, the employee is required to sit, talk, hear, and use hands to finger, handle or feel objects, tools or controls. * The physical requirements of this position are considered to be sedentary work (Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time.). * While performing the duties of this job, the employee is required to have close vision (clear vision at 20 inches or less in order to view a computer screen). * The noise level in the work environment is considered moderate (business office with co-workers, copiers, shredders, printers, etc). **Minimum Education & Experience:** * Associate’s Degree in related field or equivalent combination of experience and education preferred. * 1 years financial services experience or 3+ years professional call center experience required. * 1+ years customer service experience required. **Contacts With Others:** Contacts with other persons within the department on routine matters or occasional contact with other departments, or outside the department furnishing or obtaining factual data requiring ordinary courtesy and tact.