Description
Overall Purpose of Position:
To assist us in delivering excellent client service by providing a friendly, efficient and compliant telephone service to new and existing retail clients and Intermediaries.
Duties and responsibilities include:
To handle incoming telephone calls on the following:
- Administrative Queries
Answer queries received using training given and available procedures - ensuring escalation where relevant or if not able to answer query
- Valuation requests
Security checks to be completed and client or agent information accessed using various computer systems.
- Price requests
Information to be obtained from the system.
- Hand offs
Some calls will need to be referred to an experienced Client Service Consultant. It is essential that this is done appropriately and the client's expectations managed.
- Message taking
During busy times the taking of clear and concise messages will be
required. Managing client's expectations regarding call-backs will also be
necessary.
- General investment enquiries
Key Skills should include:
- Excellent telephone manner
- Very good attention to detail
- Experience in computer based systems
- Customer service experience
Person specification:
- Experience in financial industry
- Interest in stock markets
- Genuine desire for customer care
- Flexible approach to different situations
- Good interpersonal awareness