Digital Client Services Consultant - Edinburgh, United Kingdom - Charles Stanley

Charles Stanley

Verified Company

Edinburgh, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Key Areas of Responsibility:

Respond to incoming client communications, ensuring timely followup as required.
Ensure high standards of customer service are maintained at all times.
Liaise with various internal functions to ensure issue resolution.
Liaise with various internal stakeholders to ensure effective communication.
Troubleshoot, capture, and provide feedback to contribute to the development of digital portals and services.
Escalation of complaints and expressions of dissatisfaction as required.
Other Client Service functions as they arise.

Qualifications & Experience:

You will be expected to have passed the CISI Introduction to Securities & Investments exam within your first 12 months of employment.

Knowledge & Skills:

You will be expected to develop a good understanding of Charles Stanley's services over your first 12 months, along with a sound knowledge of internal systems including Order Routing, AS400 and CRM along with Outlook, Excel, Word, market information systems and the Charles Stanley Direct website.
The ability to handle client queries, troubleshoot, make decisions, take initiative to improve the service and resolve problems.
A strong work ethic and a high level of attention to detail. He/she will have excellent organisational and time management skills.
The ability to prioritise effectively and provide thorough and timely followup to client queries and administration.
Excellent verbal and written communication skills. In particular, the ability to use client friendly language is essential.
The ability to work accurately under pressure and to deadlines. In addition, a resourceful, flexible and conscientious approach to work and, crucially, the ability to work as part of a team including the willingness to work overtime on occasion, if required.
A good understanding of UK markets, ISAs and SIPPs as well as a sound understanding of investment administration systems and processes. A broad knowledge and understanding of applicable FCA rules and a sound knowledge and understanding of the investment products offered under the Charles Stanley Direct service.

Information Provider

This role is classified as an Information Provider under MIFIDII Regulations i.e., a person who provides information on behalf of Charles Stanley about financial instruments, investment services and/or ancillary services to clients.

As an Information Provider you must have (and be able to demonstrate) the appropriate knowledge and competence to carry out this activity including six months experience in the role.

Once assessed as competent, Information Providers should have an Annual Reassessment of Competence. Information Providers must also maintain their competence by undertaking a programme of continuing professional development (CPD) annually.