dcsimg

Career Story: Customer Service Representative For A Finance Company

Customer Service Representative For A Finance Company

Job Title: Customer Service Representative

Type of Company: I worked for a stock transfer agent.

Education: BS, Management Information Systems

Previous Experience: I worked as a child care aide prior to my current job. Before that I worked for a large financial institution as a help desk supervisor.

Job Tasks: The primary object of my current job is to provide quality customer service to any shareholder who calls the company. I can be called upon to explain how to fill out forms, or provide addresses for mailed correspondence, to send out duplicate transaction statements, or explain transactions, how to buy and sell shares of stock, even how to change who the stock was registered to. But I had to get training to do this. It didn't come naturally. I had to take a five-week, 30 hour-a-week general training course first. Most people would have received on-the-job training, but not at my company. They want you to hit the ground walking, if not running, when they put you to work. We had to pass tests with certain minimum grades just to stay in the training program. Part of what I was "graded" on was simply coming to work on time and taking my breaks when scheduled. They called it "conformance." Another crucial element was (believe it or not) empathy. Many calls were from a family that had lost a loved one who was a shareholder. We had to express our condolences every time or we would be marked down for it when that phone call was reviewed by management.

Best and Worst Parts of the Job: The best part of this job is reuniting people with their money! Sometimes we lose track of shareholders. They move and don't update us. Our company would do searches for people and their families and once we found them, their joy and surprise at learning of the bounty in their names....well, they were happy to say the least.

The worst? Irate customers. If you can learn how to deal with them without losing your cool, you'll be golden. A sad part of the job is when people call up asking for assistance with the holdings of someone who's died.

Job Tips:
1. Patience is a virtue. If you can keep your head while others around you are losing theirs, you'll still have a head.

2. Be willing to be a problem solver and to go out of your way to give great customer service. But don't overstep your bounds and do someone else's job.

3. General advice? Be open to re-inventing yourself career-wise. Don't get stuck in a job that that career test told you you were suited for. Those tests are often wrong. You may not think you can be a salesman, but you might find if you applied yourself that you had what it takes.

4. Read Dale Carnegie's book "How to Win Friends and Influence People" and apply the principles to your daily life. The biggest point I remember from the book is: when you are wrong, admit it.

Popular Schools offering Customer Service Management Programs

 
Results:  10
Matching School Ads

Colorado State University-Global Campus

Colorado State University-Global Campus (CSU-Global) offers career relevant bachelor’s and master’s degree programs for working adults and nontraditional learners.

Selected Campus Locations:
  • Online

The University

With over 80 years of academic achievements, Jacksonville University is a traditional, longstanding institution consistently ranked by U.S. News & World Report as one of America's best colleges.

Selected Campus Locations:
  • Online

Learning at Full Sail University has always centered around interaction and the exchange of ideas. Our online curriculum fully embraces this philosophy.

Selected Campus Locations:
  • Online

American University is a leader in global education, enrolling a diverse student body from throughout the United States and nearly 140 countries. Located in Washington, D.C., the university provides opportunities for academic excellence, public service, and internships in the nation’s capital and around the world.

Selected Campus Locations:
  • Online

Purdue University offers a strong foundation of tradition and history, an environment of intellectual curiosity and discovery, and a supportive, student-centered approach to learning.

Selected Campus Locations:
  • Online

Founded in 1876, Johns Hopkins University, a top tier research university with campus locations in Maryland and Washington, DC, and online.

Selected Campus Locations:
  • Online

For nearly a century, Columbia International University has educated people from a biblical worldview to impact the nations with the message of Christ. 

Selected Campus Locations:
  • Online
You are visiting:

What are Career Stories?

Career Stories are concise, real-world career overviews written by people relating their personal career experiences and wisdom. They provide invaluable insights and mentoring advice to students and career changers.

Most stories include:

  • a typical day or project
  • tips and advice
  • best and worst parts
  • educational background
  • previous experience

Browse hundreds of Career Stories

More Details On This Career

Please also see our detailed information about Customer Service Representatives, including:

Back to Top