The Wealth Claims Lost/Stolen associate will be responsible for the initiation of various fraud and non fraud GWIM claim types including credit card, ATM, debit card, check fraud, ACH transactions, and online wire transfers for GWIM banking and brokerage products and would operate as a concierge for the GWIM client base. WCLS associates will handle inbound calls from advisory clients, and MLSN. They will be responsible for resolving client merchant, credit, or ATM claims within the bank's policies and procedures. Responsibilities include: investigate and decision daily incoming claims using multiple systems and tools; resolve client differences; answer service requests and inquiries received from various channels. The WCLS associate may also debit or credit client's accounts as appropriate, process chargeback's or update clients regarding pending claims. They will also maintain internal operational and financial controls for all assigned cases and ensures that all cases are resolved in compliance with industry regulations and internal policy and procedures. Works within a team environment. They may provide support and training to other service associates within the department.
The WCLS Associates are required to have a broad knowledge of the financial industry and an understanding of GWIM's service model and technology. May be required to solve problems and investigate/resolve a wide variety of issues and requests include gathering additional information , setting expectations and working with other support organizations to fulfill requests. Meeting or exceeding established service level agreements and department set performance metrics. May handle escalated issues by successfully navigating the organization to resolve client requests. Is accountable for the successful resolution of all client requests. After the required training curriculum is successfully completed and a passing grade on both of the practical and written assessments is achieved, the Associate will assume the WCLS position servicing inbound client contacts. The Associates are required to provide complete and accurate information regarding brokerage and Claims process.
Key Responsibilities include:
* Handle incoming client and branch office calls utilizing professional telephone and problem solving skills
* Assisting GWIM clients with brokerage and/or banking claim inquires, initiation, and updates.
* Minimize fraud and financial loss by blocking and reissuing client material ( i.e. cards, checks)
* Consistently achieve minimal or beyond expectations for performance metrics and quality standards
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.