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Monday, 21 May 2018 03:08 GMT

Job Details

Job Title:Senior Client Services Consultant -Telephone Team
Description:Senior Client Services Consultant -Telephone Team - The City , London Company Information Our client is a leader in wholesale financial services serving one of the largest client franchises in the world. The company provides financial services to corporations, institutional investors, hedge funds, governments and affluent individuals in more than 100 countries. The company strengths stem from combination of complete platform of financial services combined with flawless execution. Our client’s businesses include: - Asset Management - Commercial Banking - Investment Bank - Private Banking - Security Services - Treasury Services The company is part of a leading global financial services firm with assets of $1.5 trillion and operations in more than 50 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity. Role Purpose As a client service specialist and subject matter expert you will play a leading role in assisting UK Retail Client Services deliver excellent customer service to all prospective and existing retail investors primarily by telephone. You will have good product, procedural and stockmarket knowledge and, in addition to taking personal responsibility for the delivery of excellent service, you will assist in the support and development of other team members. You will be a self starter and role model for others, able to anticipate and take action to improve processes and proactively generate opportunities for business improvements Principal Accountabilities The following list describes examples of the type of work you will be involved in: Delivery of excellent client service including the investigation and resolution of client queries by telephone, adhering to all regulatory, compliance and data protection procedures Dealing with referrals from other colleagues using your procedural, product and stockmarket expertise Providing training to new and existing team members to enhance knowledge, improve performance and support development Assisting with authorisation and accuracy of deals and client updates Assisting in briefing teams and preparing Q&A’s for all marketing activity and new product initiatives Briefing teams with fund performance and stockmarket information to improve understanding Assisting with resource management Conducting call assessments for team members Maximising sales and business retention opportunities Complaint handling Reviewing and analysing client feedback including survey, objection and complaint feedback and consider ways to improve processes Attendance at AIC forums and AGM’s Ad hoc projects Key Performance Indicators Business KPI targets are based on correspondence service levels, telephone abandoned rate, complaint service levels, customer satisfaction surveys and errors. Your role will involve assisting the department in meeting these KPI’s on an individual basis and at a collective level. This will require flexibility and commitment to our goals and values. Level and Range of communications - Internal Client Services managers Complaints team Compliance department Fulfilment team Knowledge Management Legal team Marketing Operations team Product Development Risk Managers RM team Third Party Administrators Transfer Agency - External Direct Clients Independent Financial Advisers Introducing agents Nominees Third Parties (Solicitors etc) Range and complexity of queries job holder will be required to answer Fund Performance Queries for entire fund range Complaints Procedural Queries Account Valuations Account Transaction Queries Historical Account Information Requests Resource mgt Ad hoc projects Working Hours Investor Services provides a service to clients between the hours of 9am and 5.30pm, Monday to Friday. Consultants are required to be flexible in their approach to working to ensure that these hours are adequately covered. You will be required to work outside of these hours during busy periods. Candidate Specifications Skills: Good PC skills including Microsoft Word, Excel and Internet Explorer AWD GTA/Rufus BNP Paribas systems Strong verbal and written communication skills Time Management Active interest in stockmarkets and financial news Knowledge: Good knowledge of FSA regulations Good knowledge of products (ISA/OEIC/PEP/IT) Good knowledge of internal account management procedures Understanding of competencies Qualifications: IAQ, IAC or FPC IMC study encouraged and supported Behavioural Competencies Required (Personal development framework) Threshold Competencies – PDF Focuses on the client – Level 3 Thinks Analytically – Level 2 Builds relationships – Level 3 Is Thorough – Level 3 Organisational Competencies – PDF Strives for excellence – Level 3 Is adaptable – Level 3 Distinguishing Competencies – PDF Thinks conceptually – Level 2 Manages impact – Level 3 Takes initiative – Level 2 Develops self – Level 3
Salary Range:£32000 - £35000/annum Bonus 10
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