Live Chat Specialist - London, United Kingdom - Investec

Investec

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Investec is a distinctive Specialist Bank serving clients principally in the UK and South Africa.

Our culture gives us our edge:

we work hard to find colleagues who'll think out of the ordinary and we put them in environments where they'll flourish.

We combine a flat structure with a focus on internal mobility.

If you can bring an entrepreneurial spirit and a desire to learn and collaborate to your work, this could be the boost your career deserves.

Description of role and key responsibilities

We are looking for an individual that is passionate, detail-oriented and an empathetic problem solver to join our Digital Savings team.

You should be passionate about delivering a first-class client experience in a demanding environment supporting clients placing retail deposits with the bank.

Whilst your primary responsibilities will be to service clients day to day using a Live Chat capability, you will work with members of the team to help tailor and enhance our product, resources and services to something that really adds value to our clients.

Key requirements of role:

First line support to Digital Savings clients 8am8pm Monday to Friday, excluding bank holidays
Using Live Chat functionality, you will be the first point of contact for:
prospects during the onboarding journey answering any questions or helping to solve any issues

- clients with servicing needs
- clients who have questions, queries, complaints or compliments

Identifying clients who are in vulnerable situations and helping to figure out how we can support them
Identification and escalation of client complaints in line with Compliance regulation
Proactively spotting patterns in the frustrations or needs of our clients, identifying where we can update our processes, tools or products to improve client experience
Driving digital principles and digital adoption
Creation of knowledge articles for standard quick responses
User testing of new features
Sharing experience and learnings within the Live Chat team and wider Operations team

Core skills and knowledge

Regulatory Knowledge as applicable to role
To act with integrity at all times and embrace the philosophy of treating our customers fairly
Knowledge of the customer onboarding risks including knowledge of the regulatory environment including AML, Sanctions, and Fraud.
Understand and follow all relevant compliance considerations including the regulatory environment and appropriate processes, procedures and their implications
Be able to identify any relevant business risks and escalate them accordingly
Strong communication skills including relationship management skills
Experience dealing directly with clients and maintaining client relationships, within a service or sales environment
Previous experience in a Live Chat role

Any other attributes that would be helpful, but not essential for the role

Ideally up to 2 years' experience in a retail banking environment
Previous experience in a Live Chat/Customer Service role
A passionate and energetic service mindset
Ability to work under pressure and to tight time frames
Selfmotivated with an ability to work individually and as part of a team
Good listening skills
Able to work well in a fastpaced environment
Friendly and client focused

Embedded in our culture is a sense of belonging and inclusion.

This creates an environment in which everyone is free to be themselves which helps to drive innovation, creativity and ultimately business performance.

At Investec we want everyone to find it easy to be themselves, and to feel they belong. It's a responsibility we all share and is integral to our purpose and values as an organisation.

We want our people to feel empowered to be themselves in an environment that supports them, enabling them to perform in "out of the ordinary" ways.

Our culture places belonging and inclusion at its centre and our work environment is integral to this.

If you require any adjustments to support you through the recruitment process, as well as supportive and flexible working arrangements to help you succeed with us, please let our recruitment team know.