Description
Call Centre Representative, Fin Services, Banking Edinburgh
My Client a Custodial Bank is looking to appoint an individual to work in its Edinburgh based Call centre working with their investors to deliver a smooth service.
Call Centre, Banking, Financial Services, Attention to Detail
The focus of this team is about providing a Quality Service to all of its customers.
The team you will join is responsible for providing the services and administration outlined in my clients agreements with its customers. The main functions administered are to effect the dealing instructions on behalf of investors for the products outsourced by their management companies, to ensure an accuracy and attention to detail is maintained with the information you handle.
The Client Support is responsible for all verbal contact with clients and Independent Financial Advisers (IFAs). The tasks undertaken by the Telephone Team are a fundamental part of the service provided by Transfer Agency.
Principal Responsibilities:
- Handle client enquiries into the organisation in a polite & professional manner within the timescales detailed in our Service Level Agreement, and within the standards of the Client Services Department.
- Take ownership of providing client with satisfactory resolution within the timescales detailed in our SLAs
- Undertake training and coaching as directed in order to facilitate the high level of client service required
- Liase in a professional and friendly manner with other business areas to facilitate response to client enquiries
- Communicate effectively with all levels of management, other departments and clients
- Be aware of changing market conditions and their impact on the business
- Have a working knowledge of all Management Company products and procedures
- Maintain accurate data for all client enquiries and regularly update personal workload
- Read and respond where necessary to internal communications
- Participate in projects at the discretion of management
- Develop skills and knowledge to ensure personal contribution to team and wider business objectives
- Demonstrate the shared values of the organisation (Client Focus, Trust, Teamwork and Outperformance) and the application of TCF.
- Demonstrate personal responsibility for escalating and resolving concerns/incidents in line with TA Escalation Guidelines and TA Incident Escalation and Management process.
In addition to the core competencies of Communication Skills, Decision-making and Accountability, Flexibility and Adaptability and Managing Risk the associate should show an aptitude for:
- Enhancing Organisational Talent
- Embracing Change
- Client Orientation
- Developing Partnerships
- Driving for Results
- Decision Making
- Global Awareness
Technical Skills, Knowledge, Systems Knowledge (and associated skill level)
Strong English language skills and previous customer service experience will be required for this role.
A high level of accuracy and attention to detail are essential, as well as a good working knowledge of Windows-based systems/packages. An ability to work in a pressurised environment with tight deadlines is necessary.
Academic/Professional Qualifications (or equivalent qualifiers)
IOC, ICS or similar customer service qualification
If you wish to apply for the above position, please call me or email.
Please be advised if you haven't heard from us within 24 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly. Adecco is an employment consultancy and operates as an equal opportunities employer.