Description
Banking Client Support Administrator - Telephones 34293
Edinburgh
6 months
My high profile banking client are currently recruiting for a Client Support Executive to join their team based in Edinburgh on an initial 6 month contracting position.
Job Description
The Transfer Agency (TA) division is responsible for providing the services and administration outlined in Client Service Level Agreements, within agreed parameters and applicable regulations and corporate policy. The main functions administered are to effect the dealing instructions on behalf of investors for the products outsourced by our management companies, to ensure an accurate register, and provide all necessary oversight and control services associated with these products.
Team Description
The Client Support Team is responsible for all verbal and written contact with clients and Independent Financial Advisers (IFAs). The tasks undertaken by the Client Support Team are a fundamental part of the service provided by Transfer Agency.
Job Purpose:
To provide a high standard of customer service for existing and potential clients who contact us by telephone, in writing and by electronic media (email and secure message).
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 Support Team
. 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
. Maintain accurate data for all client enquiries
. 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 BNY Mellon objectives
. Demonstrate personal responsibility for escalating and resolving concerns/incidents in line with TA Escalation Guidelines and TA Incident Escalation and Management process.
Person specification:
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:
. Embracing Change
. Client Orientation
. Relationship building
. Driving for Results
. Decision Making
Essential Skills and Knowledge
. Strong English language skills
. Previous customer service experience
. A high level of accuracy and attention to detail are essential,
. Good working knowledge of Windows-based systems/packages.
. An ability to work in a pressurised environment with tight deadlines is necessary.
N.B. This particular client requires that, if you are not a British Citizen, you must hold an EU Passport, Tier 1 Visa/HSMP, Dependency Visa, or Ancestry Visa for this particular vacancy or have Permanent Residency status in the UK - please specify in your response which of these you have.
Only suitable candidates need apply. If you have not received a response within a 48 hour period, please assume that you have been unsuccessful on this occasion.