Investor Support Executive

Nelson Scott LLP
Northwich, UK
19 Aug 2019
23 Aug 2019
Contract Type
Full Time
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.

Key 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 clients
  • Keep the Supervisor's appraised at regular meetings of issues affecting performance and service development, proactively suggesting solutions where there is a need
  • Represent the 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

  • Manage your own workload to deliver voice, email, letter and Secure Message based service to a wide variety of 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

  • Learn and maintain a working knowledge of the teams procedures and use your knowledge and experience to suggest improvements where possible

  • Assist the Supervisors 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

Regulatory Responsibilities (Compliance/T&C)
  • Ability to demonstrate and understand the regulatory framework relevant to the role, whilst practising effective risk management at all times.

About you
  • Excellent attention to detail
  • IT skills
  • Team Player
  • Good communication skills - verbal and written
  • Excellent record keeping and reporting capabilities
  • Proactive nature to gain efficiencies
  • Ability to multi-task
  • Demonstration of Initiative
  • Experience of outbound calling to existing clients for both day to day maintenance of accounts and company initiatives
  • Experience of customer services role within the Financial services sector

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