Job Description

You will be supported to develop your own knowledge and personal skills against a framework of competencies, where success is rewarded by a series of promotions and pay rises. Regardless of which stage you are at in the academy, you are expected to make every customer interaction with us feel well spent, ensuring the customer takes away new knowledge to help them next time. Following on from the academy, you will continue to develop your skills, knowledge and experience enabling you to choose your career path in Client Services.

Your Key Accountabilities

• Handle customer interactions through a range of channels (phone, email, letter) - understanding the customer & their needs to provide the right solutions to them.
• Take ownership of every customer interaction to ensure issues and enquiries are resolved to the satisfaction of the customer and the business.
• Actively use information available to gather answers for enquiries, providing feedback on gaps to improve sources for other associates.
• Perform administration tasks on behalf of the customer (transaction requests, account amendments).
• Explain products & services as well as provide guidance on tools and sources of information to empower customers to self-serve.
• Promote the brand to drive revenue opportunities for the business.
• Support the business by driving desired customer behaviours & digital solutions where possible.
• Acknowledge and manage a customer complaint to a quick resolution where appropriate or escalate when necessary.
• Accurately capture details of interactions to help drive analysis on contact drivers & opportunities for improvement.
• Ensure escalation of issues to the appropriate person in the team e.g. those with a regulatory or financial risk.
• Maintain professional working relationships with colleagues in Client Services and other departments.
• Provide guidance to other associates to create a team environment where knowledge and expertise are shared.

Required Knowledge, Skills, and Abilities

• Candidates for an Associate in Client Services will be expected to be able to demonstrate the following experience:
• Prior experience of working in a Customer Service environment - preferably within a corporate environment.
• Experience of working in a regulated environment preferred.
• Ability to communicate effectively, verbally or in writing, flexing approach to provide a service tailored to the customer.
• Proactive approach to finding information and offering improvement for others.
• Ability to work under pressure.
• Proactive team player with a desire to improve knowledge across the department.
• Ensure all inputting of information is accurate, good attention to detail.