Customer Care Technician

7 months ago

Bromsgrove, United Kingdom AFH Financial Group Full time

**Customer Care Technician**

An opportunity to join AFH Wealth Management, one of the UK’s leading independent financial advisory and wealth management firms.

We are looking for those of you who wish to grow with us as a business and support our strong growth plans, with hybrid working. This is a full-time permanent opportunity and in return, you will receive a competitive salary and range of benefits.

**As our Customer Care Technician you will typically**:

- Involvement in investigations in order to determine whether breaches in the firm’s processes have created any client detriment.
- Maintaining a good level of knowledge and technical understanding of all financial planning concepts and regulatory focuses through the completion of annual CPD
- Assistance with any wider departmental function as required.
- Analysis of customer feedback process, ensuring that sufficient intelligence is gathered to demonstrate achievement of positive consumer experience.
- Review of customer focused regulatory industry update summaries to ensure our approach to breach/complaint rectification is in line with expectations.
- Escalate to senior management and Operations where issues with our products and services are identified, when investigating breaches and complaints

**As part of the role, you will also**:

- Carry out investigations of client complaints, following the firm’s standard complaints procedure and formulating client final responses,
- Through breach and complaint MI, perform a firm-wide analysis of identified root-causes, and work closely with Operations/Change Management to ensure that issues are satisfactorily rectified.
- Analysis of all MI connected to client outcomes and periodic reporting of this analysis to Risk to support Consumer Duty deliverables.
- Efficient and comprehensive analysis of company financial promotional material as part of the Firm’s regulatory sign-off process, ensuring that all relevant literature is appropriate for the client audience

**What we are looking for in our ideal Customer Care Technician**:

- Experience in an IFA environment, demonstrating quality communications of constructive feedback
- Diploma in Financial Planning as a preferable qualification requirement
- Willingness to take further qualifications, as relevant to your role
- Demonstration of knowledge and experience in personal financial planning
- A high standard of written and numerical skills
- An ability to demonstrate strong report-writing skills
- A high level of accuracy and attention to detail
- Aptitude in Microsoft Office

**Benefits and Perks at AFH**
- **Flexible working & holidays - **Enjoy flexible working and competitive holiday allowance, with annual buy & sell scheme options and your birthday off. Plus, additional holiday days for long service.
- **Social perks - **To recognise and celebrate employees' great work we are all invited to our annual Christmas and Summer parties.
- **Pension -** We offer a contributory pension scheme with Royal London as well as death-in-service benefit.
- **Bonus scheme - **All AFH employees are offered a competitive salary and a discretionary annual bonus, following completion of a year’s service.
- **Health and wellbeing - **The MediCash app puts your health in the palm of your hands. Claim cashback on a wide selection of health and wellbeing initiatives, including discounted health club memberships and free healthcare benefits.
- **Professional development - **We are committed to helping you reach your potential by offering tailored learning and development programmes to pursue your career goals.
- **Shopping discounts - **Our employees can choose from many retailers to get discounts or cashback on everyday purchases from our favourite high street clothing stores to our go-to supermarkets, as well as access to free online training courses.

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