Premier Services Client Support Associate

Premier Services Client Support Associate #2324

Work Arrangement : Onsite (Hybrid only after training)

Location : Wilmington, DE

Alternate Location (if needed) : Buffalo, NY

Duration : 3-month contract (40 hours / week; 520 total hours) possibility of extension or conversion based on performance

Engagement Type : W-2 only. No sponsorships, Corp-to-Corp, or 1099 arrangements permitted.

Overview :

The Premier Services Client Support Associate provides first-line call support to Wealth and Institutional clients , assisting them with secure portal access, password resets, and online banking navigation. This role is part of the Premier Services team within Shared Services , a small, highly client-focused group that handles all inbound 800-number calls and delivers high-touch white-glove service rather than high-volume call center processing.

The role is not a general retail banking support position the client base is Wealth & Institutional (for example, individuals from high-net-worth families or investment entities using online portals to view statements or balances). Professional, patient, customer-first communication is essential.

Key Responsibilities :

• Answer inbound support calls and assist Wealth & Institutional clients with online portal access, login issues, and password resets.
• Provide first-level troubleshooting (sign-in guidance, browser cleanup, clearing cache / cookies, where to click guidance, etc.).
• Support multiple internal WISD online portals used by the business line.
• Document interactions, maintain accurate records for audit purposes, and follow customer service standards.
• Act as liaison between clients and operational groups for issue escalation and follow-up.
• Participate in projects affecting Shared Services, including system release testing and enhancements.
• Assist with follow-up or operational tasks when call volume is low (e.g., historical lookups, research).

Required Qualifications :

Preferred Qualifications :