• Keep customer satisfaction levels high by providing accurate information, resolving issues, and mitigating complaints
• Ensure customer account information is up-to-date
• Follow scripts when managing challenging customer issues and escalate to the appropriate party when needed
• Identify common customer issues and bring them to the attention of the team
• Work closely with the sales lead to stay up-to-date on service and product knowledge

Day-to-Day Responsibilities:

• Communicating courteously with customers by telephone, email, letter, and face to face
• Plan and prioritize work tasks to ensure the proper functioning of the department
• Oversee the achievement and maintenance of customer service levels and standards
• Analyzing calls, voice mails, texts, and tickets to determine the level of customer service we are providing
• Effectively manage call volume in real time
• Identify and deliver support, respect, and responses to clients based on requests received
• Communicate with other departments to provide/receive feedback to guarantee proper communication and processing
• Communicating customer service events that may affect everyday operations with Manager

• Experience working in a customer-oriented atmosphere
• Must have graduated high school, received a G.E.D. or equivalent
• Must possess exemplary interpersonal skills, communication skills, and active listening skills

Be Prepared to:

• Learn about products or services and keep up to date with industry changes to understand investment trends and seasonality
• Implement changes to the phone system as needed
• This includes call pool weighting, adding or removing agents, setting up office voicemail messages, and contacting support when issues arise
• Handle complex and escalated customer service issues
• Troubleshoot and aid with employee system issues
• Facilitate and design soft and hard skill trainings to adapt to all learning styles for clients

Requirements:

• Minimum of 2 years of financial industry or related industry experience preferred
• Minimum of 3 years of call center experience preferred
• Minimum of 5 years of Service experience
• Excellent communication and interpersonal skills at all levels in the organization
• Strong analytical skills coupled with the ability to think and act strategically
• Proficient in Microsoft Office Excel, Word, Outlook
• Knowledge of TalkDesk preferred
• High level of IRA/Product knowledge

About Horizon Trust

Horizon Trust is an equal opportunity employer that promotes both a work-life balance and a vibrant work environment. In profession, we are a retirement custodian and administrator that specializes in self-directed IRAs with comprehensive trust and escrow services. Our day to day culture flows through every individual and is felt in each connection, whether it be internal or external. We pride ourselves in encouraging experiential learning through books, activities, exercises, and incentives to continuously better ourselves and create a world where fun and finance can come together.