Job Description
As a key member of our team, you will play a vital role in delivering exceptional customer service to our clients. This is a fantastic opportunity to gain insight into Managed Fund Administration services and lay the foundation for a rewarding long-term career in financial services.
Key Responsibilities:
* Provide high-quality service delivery through professional written correspondence and active building of rapport with advisers and investors.
* Monitor and address queries in client mailboxes and workflow systems promptly.
* Liaise with advisors and investors to fulfill service and processing requests within SLA commitments.
* Develop a thorough understanding of our offerings and services to ensure accurate and insightful assistance.
* Maintain high client satisfaction levels, measured through feedback and RAG status reports provided monthly by clients.
* Achieve agreed client service metrics, including average speed of answer, abandonment rate, grade of service (GOS), and delivery of accurate and timely reporting.
* Ensure strict adherence to compliance requirements, avoiding any evidence of personal or general advice.
Requirements:
* Communicates professionally and proactively, understanding issues from the customer's perspective, with excellent interpersonal skills.
* Previous experience in a customer service or contact centre role is required.
* Previous experience in the financial services industry is advantageous.
* Strong background in customer service, sales, or retail, ideally within the financial services industry or a similarly fast-paced customer environment, supporting complex solutions or products.
* Genuinely passionate about delivering exceptional customer service, driven to achieve set targets and KPIs with the highest standards of performance.
* Demonstrates exceptional empathy, resilience, and the ability to remain calm under pressure.
* Strong active listening skills with a willingness to provide support and assistance to clients in distress.
* Previous experience in complaints handling is highly desirable.
* Demonstrates a quick ability to learn and navigate in-house systems and databases effectively.
* A motivated team player who thrives in a collaborative environment and adapts to changing priorities with ease.
* Exhibits excellent written and verbal communication skills.
* Maintains a high level of accuracy and attention to detail in all tasks.
* Knowledge and experience with AML/KYC processes is advantageous.
* Proficient in Microsoft Office Suite, ensuring efficiency in daily operations.
What We Offer:
* Flexibility: Hybrid work model
* Income protection insurance & salary continuance
* Generous bereavement & compassionate leave
* Private health insurance discount
* Primary & secondary paid parental leave
* Death & TPD insurance