Stock Broker - Customer Service Coordinator
A stock broker that also works as a customer service coordinator works to ensure that all aspects of the companies business with regards to investing and handling client's funds and portfolios are completed to the client's satisfaction. This means that all activities with regards to the buying and selling of investments is done with the various laws and regulations as set down by the Securities and Exchange Commission or other governing body.
A customer service coordinator for a stock brokerage ensures that customers receive their statements and have access to up to the minute information about their accounts. Since the stock market is always changing immediate access is very important when trading stocks or commodities. The customer service coordinator handles all issues or complaints by clients and while they may not resolve them personally they ensure that the proper authority within the brokerage is alerted of the concern or problem.
A customer service coordinator should have excellent communication skills and should be comfortable dealing with complaints and individuals that may be upset or verbally aggressive. Since most of the contact will be done by phone the customer service coordinator must be able to get the necessary information from the customer or client to determine the problem, know how to resolve the issue or whom to speak with in the brokerage to get the issue resolved, and then provide follow up to the customer. Some issues such as data entry mistakes or other issues can often be dealt with directly by the customer service coordinator without any other assistance.
Common work activities include:
- Answering phone calls, emails, faxes and written requests for information or clarification of problems or issues with accounts.
- Communicating effectively with the clients to discover the exact concern and then correcting the problem to the customer's satisfaction.
- Providing information to others in the company when the issue is beyond the scope of the customer service coordinator to correct.
- Following up with clients to provide complete service and make sure all concerns have been addressed.
- Completing reports, phone logs or other documentation of customer calls and issues.
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