About the Role

The Client Services Representative serves as a primary point of contact for inbound client inquiries related to accounts, online banking services, and financial products. This position requires professionalism, discretion, and the ability to resolve complex issues efficiently while adhering to established policies and procedures.

Key Responsibilities

• Respond to inbound client calls regarding account inquiries, concerns, and banking products/services, ensuring requests are fully resolved.

• Assist clients with:

  • Online banking registration and access

  • Password resets

  • Online wire requests
    (Verifying client identity through established security protocols.)

• Conduct required client call-backs in accordance with internal procedures to ensure confidentiality and information security.

• Handle complex client issues and ensure timely resolution.

• Perform follow-up on inquiries—especially time-sensitive matters—to meet established service level agreements (SLAs).

• Escalate issues to appropriate departments when necessary.

• Accurately track and document client data and interactions.

• Serve as backup support for:

  • Client emails

  • Online banking (FXIM) messages

  • General client inquiries

• Collect and negotiate payments with clients when applicable.

• Maintain accurate documentation while actively engaging with clients and navigating multiple systems.

• Collaborate effectively within a flexible schedule as business needs require.

• Complete all assigned annual training programs in a timely manner.

Qualifications

• Previous experience in customer service, banking, financial services, or a related field preferred.

• Strong verbal and written communication skills.

• Demonstrated ability to manage multiple systems while speaking with clients.

• High level of accuracy and attention to detail.

• Ability to manage confidential information with discretion.

• Problem-solving skills with the ability to resolve complex client concerns.

• Comfortable working in a structured, compliance-driven environment.

• Ability to work a flexible schedule, including varied shifts if required.

Preferred Attributes

• Experience supporting online banking platforms.

• Familiarity with call center performance metrics and SLAs.

• Payment collection or negotiation experience.

• Commitment to continuous learning and professional development.

Compensation & Benefits

Compensation is competitive and commensurate with experience. A comprehensive benefits package may include health coverage, paid time off, retirement plans, and professional development opportunities.

Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity. Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law.

Contact information

Jennifer Roldan