Client Services Associate

6 months ago

London, United Kingdom Insignis Cash Full time

The position will be mixed working both remotely and, in our Cambridge, office located in the Innovation Centre.

We are seeking a friendly, highly skilled client services associate to make our clients feel valued and supported. In this role, your duties include fostering positive client relations, managing enquiries, and promptly directing customer complaints to relevant departments.

To be successful in client services, you should exhibit extensive experience in a similar role and demonstrate a client-oriented approach. A first-class client services representative builds positive business relationships and provides clients with individualised and professional support.

**Key Responsibilities**:

- Ensuring a positive and professional client service experience.
- Directing client complaints or complex queries to relevant departments in a timely manner.
- Providing clients with technical assistance on products and services.
- Expediting serious issues to management toward prompt resolution.
- Building positive client relations by checking in regularly and following up on active processes.
- Maintaining client records and documenting processes.
- Identifying potential client services concerns and facilitating proactive intervention steps.
- Obtaining post-sales client feedback.
- Keeping track of new products on offer, as well as emerging trends in client services.
- Recommending product improvements based on client services feedback.

**System & Process Improvement**:
You will be using our systems and processes every day and hearing direct client feedback on our platform first-hand. We are always looking for ways to improve our systems to make a client’s journey more seamless and we will value your ideas on how to do the following:

- Make processes more efficient.
- Make processes easier for clients.
- Make the technology interface more user-friendly.

You will work in the Client Services team but will also work very closely with our Payments Team. Your role will be vital in actively expanding our client base and your team’s work will directly impact the company’s growth.

**Requirements**:
**We work in an FCA-regulated environment, so we need bright, high-quality individuals with**:

- Honesty and integrity
- Strong work ethic
- Great communication skills
- Attention to detail
- Customer service experience
- Excellent telephone skills
- Capacity to excel in a fast-paced environment
- Personable and friendly manner
- Great team player

**Nice to have**
- Financial or economic background or education
- Familiarity with Microsoft Dynamics 365 CRM systems
- An understanding of wealth management and financial advisory business

**Benefits**
- Competitive compensation
- 25 days holiday (plus Bank holidays)
- Pension contribution
- Private healthcare
- Employee health and wellness discounts
- Monthly happy hours and team lunches
- Lunch and learn training sessions

**Location**

London office based 3 days a week.

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