Investor Support Executive - Northwich, United Kingdom - Nelson Scott LLP

Nelson Scott LLP

Verified Company

Northwich, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

As an Investor Support Executive you will be responsible for dealing with client queries through various channels and administering their accounts.

Working as part of an energetic, professional and friendly team who predominantly provide dedicated supportto Direct clients; online clients who do not receive on-going advice and are happy to make their own investment decisions.

You will be expected to deliver first class customer service at all times. This role requires shift work Monday to Friday, between thehours of 8am and 6pm.

RESPONSIBILITIES

Ensuring enquiries and requests are actioned and responded to within set SLAs
Document management; ensuring documentation is scanned, saved and archived in accordance with department operating procedures
Become a specialist in using and assisting clients and staff with our digital assets; our online investment portal, mobile app and website research resources
Represent Direct clients by working harmoniously with other teams to ensure we deliver the best, most efficient and effective service possible to our clients
Use your initiative to build a rapport and delight our clients, keeping them informed and assisting their needs
General adhoc duties as required by the business or assigned by the Investor Support Team Manager
Liaising and working with colleagues across the business to ensure operational efficiency and cohesive client experience
Making suggestions on services to improve consistency, quality and efficiency
Take client feedback into account when making decisions to ensure that the service provides the most appropriate service to meet client needs
Keep line manager appraised of issues affecting performance and service development, proactively suggesting solutions where there is a need
Manage your workload and day to ensure SLA's are achieved
Learn and maintain a working knowledge of the teams procedures and use your knowledge and experience to suggest improvements where possible

Regulatory Responsibilities (Compliance/T&C)

Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for clients.
Assist management by proactively making decisions and escalating any problems in a timely manner to avoid complaints and help the early resolution of potential issues
Liaise with Compliance on the resolution of complaints to ensure responses are logged and resolved within necessary SLAs
Report any breaches to the Investor Support Team Manager
Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management and taking accountability for outcomes for clients.

WE WOULD LOVE TO HEAR FROM YOU / PLEASE APPLY IF:

A passion for delivering exceptional customer service
An enthusiastic and self-motivated team player
Excellent verbal and written communication skills
Keen eye for detail
Good IT skills and competent using Microsoft packages
Detailed record keeping and reporting capability
Proactive, able to multitask and manage a varied workload
Demonstration of initiative
Experience of outbound calling
Experience in a customer facing role, preferably within the Financial services sector
An understanding of savings and investments is desirable