Lead Director, Client Services responsible for strategic leadership and operational excellence in Rebate Operations at CVS Health. Overseeing client service efforts and team management to ensure satisfaction and compliance.
About the role
- Client Service Associate supporting high-net-worth clients by ensuring transaction completion and relationship management. Working within a centralized task queue to enhance client satisfaction and retention.
Responsibilities
- Support the Key Private Bank team in the delivery of the sales and client experience process by completing tasks in a centralized work queue, in a timely manner, shared across multiple markets.
- Service high-net-worth client accounts based on client need.
- Strive for first resolution of client issues, directly contributing to client satisfaction and retention.
- Develop and maintain proficiency in all service functions for deposit accounts, loans and investment management and trust accounts.
- Understand and follow all client authentication processes and procedures to protect clients and Key from loss.
- Understand and identify red flags of fraudulent and money laundering activity.
- Partner closely with Relationship Managers and Client Relationship Associates.
- Responsible for frequent communication with field team members on status of service requests and any additional information needed, as well as full documentation in Customer Relationship Management System (Salesforce) on status and resolution of service tasks.
- Identify opportunities to retain and expand relationships.
- Maintain client data quality and leverage Customer Relationship Management system (Salesforce) to update client information.
Requirements
- Associate's degree or equivalent work experience (preferred)
- A minimum of 3 years related work experience or equivalent combination of work/educational background (required)
- General knowledge of financial products and services, including banking, trust and investments.
- Demonstrated proficiency and effectiveness in client service skills (including handling client/prospect and Center of Influence (COI) inquiries and relationships), communication skills (including verbal, phone and written), and problem resolution skills.
- Ability to maintain all servicing aspects of the client relationship.
- Ability to exercise discretion due to accessing and handling highly sensitive information.
- Ability to learn and use proprietary software, databases and systems.
- Proficient in all Microsoft Office Applications.
Benefits
- Incentive compensation which may include production, commission, and/or discretionary incentives.
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