Investor Support Administrator

Recruiter
Search Consultancy
Location
Northwich
Salary
18000.0000
Posted
14 May 2017
Closes
13 Jun 2017
Contract Type
Permanent
Hours
Full Time

12 month fixed term contract

Purpose:
* As an Investor Support Executive you will be responsible for dealing with client queries through various channels and administer their accounts. You will be expected to deliver excellent customer service.

Principle Responsibilities:
Decision Making
* Making suggestions on services to improve the consistency, quality and efficiency of service
* Take client feedback into account when making decisions to ensure that the service provides the most appropriate service to meet client needs
* Make informed, timely and appropriate decisions for the Self Direct clients
* Keep the Senior Investor Support Executive appraised at regular meetings of issues affecting performance and service development, proactively suggesting solutions where there is a need
* Represent the Self Direct Client Service element in working harmoniously with other service areas to ensure the client service team can deliver the best, most efficient and effective service possible to our clients

Planning
* Manage your own workload to deliver voice, email, letter and Secure Message based service to a wide variety of Self Direct clients
* Manage your workload and day to ensure SLA's are achieved
* Liaise with other business areas to minimise impact of activity on SLA's

Complaints/Incidents
* Assist the Senior Investor Support Executives to maintain an internal complaint process to ensure responses are within the agreed SLA's
* Liaise with Compliance on the resolution of complaints

Compliance Liaison
* Liaise with the compliance department to make sure that all tasks undertaken are meeting current regulatory requirements
* Report any breaches of compliance to the Investor Support Team Manager and advise compliance team where necessary

Key Competencies:
* Excellent attention to detail
* IT skills
* Team Player
* Good communication skills - verbal and written
* Excellent record keeping and reporting capabilities
* Experience of outbound calling to existing clients for both day to day maintenance of accounts and company initiatives

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age