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Client Service Associate - Wealth Team

Location: CROYDON, SURREY Salary: 21500.00 - 22500.00 GBP Per Annum
Sector: Business Support Job Type: Permanent
Shift Type: FULL TIME Applications: 4
Posted: 11 months ago Reference: 3082012
The Client:
My client is a large corporate investment company with world class experience that spans over 50 years. They pride themselves on offering outstanding investment solutions and client services throughout 25 countries. My client currently has an exciting opportunity for an exceptional individual to join their Wealth team within their Client Services department.

The Department:
The UK Client Services team plays a large part in first line customer care. The Phone Teams along with Customer Relations respond proactively to resolve incoming call queries from direct high net worth customers. The role of the department is to provide support and information to customers investing with the company; to assist in resolving any queries; and to actively promote our products and services. The aim is to meet all of the customers' needs, outlined in their initial phone call. In providing this service, the vision is to build strong customer relationships and a superior and highly satisfied group of employees.

Purpose of your role:
The role involves taking incoming phone calls from Direct high net worth customers. You will be expected to respond to a variety of different types of enquiries which may include: information on a customer account, the details about a particular product, the resolution and prevention of a problem, in addition to web navigation and online queries.

Key Responsibilities:

• Take incoming phone calls within agreed performance and quality standards
• Making outbound calls to resolve customer queries in a timely manner
• Demonstrate high levels of customer focus
• Ensure calls are resolved to the satisfaction of the customer
• Remain highly motivated and focused towards achieving set individual, department and company performance goals
• Always interact in a friendly and professional manner – making sure all aspects of the request are fully addressed and provide relevant additional information as appropriate
• Explain relevant products and procedures clearly and simply whilst promoting the companies brand values
• Making outbound calls to customers and/or IFA’s to promote additional products and services and/or seek feedback
• Recognising ‘key signals’ from customers or enquirers so as to proactively promote our products and services
• Proactively develop an awareness of the regulatory environment in which the company operates, the “Treating Customers Fairly” framework, and the impact this has on the delivery of customer service solutions, including situations which require the correct escalation of a complaint
• Complaint handling
• Develop a strong understanding of products, procedures, systems and customer needs through receiving relevant training.

Experience and Qualifications Required:
• Have proven customer service or sales experience
• Ability to communicate clearly and articulately
• Proven previous financial services experience/knowledge
• Ability to listen and question effectively
• Comfortable in working in a structured environment
• Confident and enthusiastic manner on the phone
• Analytical, excellent attention to detail and accuracy
• Demonstrate flexibility
• Previous experience of working with IT systems and/or web applications
• Ability to work well under pressure and to take initiative to escalate issues as appropriate
• A positive attitude at all times, approachable and professional

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