Client Support Advisor - Financial Services

Location
England, London, City of London
Salary
£25000 - £28000 per annum + benefits
Posted
16 Oct 2020
Closes
13 Nov 2020
Ref
JH168495
Contact
Jenny Hamilton
Job Title
Customer Services
Industry Sector
Banking / Finance
Contract Type
Contract
Hours
Full Time

A high end investement management business requires an experienced Client Portal Telephone Advisor the assist their clients with navigating their portal.

Purpose

  • Providing office based front line telephone servicing and support to clients.
  • Extensive direct telephone contact with clients who are experiencing issues using the client portal.
  • Working closely with the Intermediary team to provide excellent customer service to clients using the client portal.

Responsibilities

  • Efficiently and effectively answering telephone and email queries from intermediaries, escalating in a minority of cases as appropriate
  • Ensuring all calls are answered in a timely manner and dealt with appropriately, managing the caller's expectations where necessary
  • Taking ownership of queries; analysing and providing solutions using knowledge of the systems and processes
  • Liaising closely with relevant members of the Application Support team to ensure full communication and understanding of issues, minimising errors and maximising service levels
  • Providing input and feedback on improvements to the client portal
  • Ensuring that the FCA policy of treating customers fairly is followed as well working in accordance with the company's mission and tenets

Skills and Experience

  • Previous experience within financial services is essential, within a customer/client services based role
  • Excellent telephone manner including the ability to actively listen to, troubleshoot and resolve customer queries.
  • Ability to build relationships in order to rapidly establish a high level of trust with clients
  • Managing client expectations of the outcome of the telephone requests
  • Demonstrate a high level of ownership, competence, reliability and responsiveness
  • Written skills, in order to clearly, concisely and thoroughly present issues to the internal teams
  • The ability to ensure that necessary actions are taken to service the clients, whilst maintaining positive relationships with them and within the company
  • Flexibility and innovation to handle and support changing needs and demands, and continually to improve working practices
  • Knowledge of the UK platform market would be beneficial.
  • Experience of telephone operating systems would be advantageous.

Other Relevant Information

  • Flexible attitude to duties as the role evolves due to changes in the client portal
  • Flexible attitude to working hours - sometimes the workload will demand additional commitment outside the contractual hours.

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