Customer Service Advisor

6 months ago

Edinburgh, United Kingdom Brewin Dolphin Full time

**RBC Brewin Dolphin is one of the UK's leading independent providers of discretionary wealth management. We offer award-winning personalised wealth management services that meet the varied needs of over 100,000 account holders, including individuals, charities, and pension funds.**

**We specialise in helping clients protect and grow their wealth by creating financial plans and investment portfolios that meet personal and professional ambitions and aspirations. Our services range from a simple execution only online service to bespoke discretionary investment management including retirement planning.**

**About this Opportunity**

**Responsibilities Include**
- Adhere to both FCA regulatory requirements and industry standard best practice.
- To carry out all administrative duties within the Brewin Portfolio Service (BPS) and Digital Channels Tasks and Procedures.
- Always demonstrate clear and polite communication skills.
- Always maintain strict customer confidentiality.
- To escalate any major issues to management in a timely manner.
- Ensure that all work is accurate and of good quality.
- To supply a high level of service to all areas of the business.
- To work to deadlines.
- To identify and suggest process and customer service improvements.
- To be punctual, presentable and pro-active.
- Overall be able to demonstrate a commitment to be an integral part of the BPS Customer Services Team.
- Handling incoming calls and mail from new and existing customers and resolving queries.
- Inputting and maintaining client data with accuracy.
- Handle all aspects of a customer’s journey from account opening to closure or transfer of account.
- Communicate with Investment Managers, Financial Planners and Agents, via telephone and mail as required.
- Produce bank and address anti-fraud letters to be sent out to customers daily as required.
- Accept cash withdrawal instructions from customers once security fully checked and verified.
- Help collate data to produce monthly management reports.
- Set customers up for Online Access for all RBC Brewin Dolphin Digital Channel products, guide them through any initial enrolment or logging on issues.
- Helping customers with any Online queries.
- Reconciliation of daily Online enrolments and transactions.
- Raise any issues and concerns with Team Leader.

**Skills**
- Have experience working in Wealth Management or Financial Services.
- Confident in using Microsoft Office (Word, Excel. Outlook) as well as the ability to adapt to new systems, navigation of intranet sites and various web-based packages.
- Must have an excellent telephone manner and written skills, self-starter, expected to have a reasonable level of independence and responsibility.
- A professional positive and hardworking approach and a proven ability to deliver
- Must be willing to work as part of a team and independently.
- Be a resourceful individual and a fast learner
- Good work ethic and customer service focus.
- Must have good attention to detail.
- Ability to manage your workload effectively and prioritise tasks accordingly.

**About you**

We are looking for people with not only the right skills, but those who demonstrate our values in how they approach their work and colleagues.

**Genuine** - Shows empathy and understanding for the needs of clients and colleagues. Team worker demonstrating trust, respect and integrity.

**Expert** - Applies skills and knowledge to achieve objectives and makes the complex simple. Brings together the right people and grows expertise to get the best results for clients. Seeks continuous improvement.

**Ambitious** - Works hard to be at their best. Embraces change for the better. Strives to do the best for clients and colleagues.

RBC Brewin Dolphin is proud to be an equal opportunity employer. We are committed to recruiting and developing a diverse workforce, inclusive of race, religion, age, gender, sexual orientation and disability. If you have particular requirements in relation to accessibility or mobility during the recruitment process, please let us know and we will do our best to make suitable adjustments.

**Job Types**: Full-time, Permanent

**Salary**: From £22,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Health & wellbeing programme

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

Work Location: Hybrid remote in EDINBURGH

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