Job Description

Through the efficient and timely resolution of inquiries, the unit assists in the further enhancement of the client relationship in order to provide opportunities for further growth in business.

• Answering client queries albeit via email or on the phone ensuring the “right first time” approach.
• Ability to communicate in various formats with internal seniors and peers (good news, results, issues)
• Demonstrate influencing and negotiating skills
• Show ability to develop and leverage network
• Continually improve the client experience through detailed analysis and feedback to make their business model more seamless.
• Interact with contacts within corporate clients via telephone, fax and e-mail.
• Respond to client enquiries either with immediate answers (quick-kills) or through tracking the enquiry via internal systems.
• Perform the checker role on required processes.
• Proactively monitor clients trading activity through the effective use of all systems available to them.
• Take proactive responsibility for the resolution of client’s enquiries within the published standards.
• Analyze root-cause of recurring issues through regular review of metrics, and assist in developing programmes for service enhancements arising from these figures.
• Coach others on how to delegate, manage workflow etc.
• Consistently look to assist Team leader / Section Manager with their workload.
• Represent the department on Client Visits
• Instil and promote a proactive and 'no surprises' approach in communicating issues and possible solutions

Required Knowledge, Skills, and Abilities

• Experience in customer service and/or finance
• Proficient in Microsoft Office
• Proven critical thinking and crisis management skills used to problem solve and make decisions
• Consistently provide attention to detail to ensure accuracy
• Consistently demonstrate clear and concise written and verbal communication
• Consistently deliver high-quality customer service with focus on building client relationship and achieving results
• Relevant 3rd level experience
• Strong Leaving Certificate or equivalent