The Role
Our client has launched a new service proposition to the Financial Services market which aims to simplify and improve how a financial advisor manages and advises on a client's wealth whilst also enabling an adviser to build an embedded value into their firm.
Within the organisation they believe that being there for their customer is key which is why they are looking to recruit 2 Customer Link Administrators for the office. Their role is to provide 1st class customer service.
The role will include being:
Responsible for sorting, distributing & actioning (including scanning) in bound & outbound post & fax correspondence to speed and quality guidelines
Identify & apply the appropriate technical procedures to execute complex customer instructions & queries to defined quality standards
Address & resolve any technical and/or procedural queries from internal and external customer
Responsible for the timely resolution of on-line and written correspondence, managing secure messaging and emails and ensuring the customer's expectations are managed accordingly
Check & validate figures, data and information for accuracy & comprehensiveness
Record ‘work-in-progress' information on the relevant system, identify any issues and implement corrective action or recommend a solution
Identify opportunities, make recommendations and implement improvements to working practices and procedures in own area so that efficiency improvements can be made
Provide guidance and expertise to the WRAP programme using process, platform & technical knowledge
Skills, knowledge and behaviour
Qualification in Financial Services either IAQ or FPC1
Demonstrated ability to empathise with Customer and provide excellent Customer Service
Demonstrated understanding of the legislative/regulatory framework within which products are processed
Demonstrated ability to operate complex process steps (manually and/or using appropriate business systems)
Demonstrated ability to recognise and handle a range of standard and non-standard transactions
Ability to operate relevant software packages and aptitude for technology
Ability to establish and maintain effective relationships with customers and other key areas of the business
Good communication skills (verbal/written) and good keyboard skills particularly excel & Good process improvement skills
Good planning and prioritisation skills with a passion to deliver a good quality service and ability to identify and act on customer requirements
Track record in Contact Centre environment or Administration Centre with excellent telephony skills
Pensions knowledge, especially SSAS, SIPP or Drawdown.
What will you get from this role?
A competitive salary, with performance related bonuses, excellent development opportunities and a very attractive benefits package, which will includes generous discounts on company products, non-contributory pension plus lots more.
