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Customer Service Associate

3 months ago

Bristol, Bristol, United Kingdom Coutts Full time

Join us as a Customer Service Associate

Join an Operational Investment team, where you'll use your expertise to deal with complex issues and support others in your team to do the same within the wider businessYou will be coaching the team and sharing your knowledge of the business, processes and investment productsYou will use a wide network of contacts to deliver the best outcomesIn return, you'll be working in a supportive environment with opportunities to advance your personal and career developmentStarting salary £36,126What you'll do In this key role, you'll go the extra mile, managing processes and supporting colleagues to achieve the correct outcomes. You will need to be able to prioritise daily workloads for yourself and the team, identify process improvements and efficiencies and provide coaching and technical training to the team. You will also have a good technical understanding of investment products and legislation. Day-to-day, you'll also be: Adhering to service level agreements (SLA's) and escalating issues and breachesEnsuring timely and accurate processing of information, maintaining comprehensive audit trailsAn escalation point and technical SME to the teamVerifying colleagues' work to ensure instructions are dealt with appropriately and to a high standardDealing with incoming correspondence from other business areas, customers and external partiesSupporting bank-wide projects and ensuring any relevant team impacts are embeddedDelivering process improvement, involving creating IT tickets, testing, raising bugs etcCreating and/or maintaining operating procedures, which include relevant controls to meet the Group's and local policy requirementsBeing accountable for owning and managing, within a defined risk appetite, the risks which existThe skills you'll need You'll bring your experience of delivering outstanding customer service, along with excellent interpersonal and communication skills. With strong planning and organisational skills, you'll be able to work well under pressure, prioritise your tasks and deliver to deadlines. You'll also have knowledge of investment products and have an understanding of relevant organisational policies and procedures. You'll also need: Knowledge of corporate actions and entitlements, or asset static data and pricingKnowledge of Avaloq would be usefulThe flexibility to adapt to changing business needsA background in using Treating Customers Fairly principlesAn analytical approach to problem solving