Customer Services Executive
3 weeks ago
1
Role Profile
Role title: Customer Services Executive
Reports to: Service Delivery Manager
Office location Bath
Date of Issue: November 2021
Purpose of role
To provide a superior support service to financial advisers and end clients, delivering an industry leading level
of customer service and continually finding innovative solutions to improve our operational efficiency and
customer experience whilst proactively and effectively identifying and managing any risks that arise.
Key Responsibilities
- Responsible for the investment servicing and administration of the Wealthtime Wrap, which
includes Pensions, ISAs, General Investment Accounts and Offshore bonds which are investing in a
wide range of collectives and unit trusts
- Supporting adviser firms, clients and other third parties by resolving their queries, building their
platform knowledge, and working in close partnership with them to maximise their customer
experience and journey
- Processing a wide variety of customer and adviser instructions, including taking calls and responding
in a timely and comprehensive manner whilst adhering to company standards and timescales
- Continually question the way we do things and identify improvements to team processes and
procedures, removing waste and failure demand to deliver excellent service
- Working as a team to maximise team and company results by focusing on developing, implementing,
and sharing best practices while collaborating with and supporting other team members when
needed
- An active advocate of the customer who seeks to better understand how we serve their needs,
leading by your own action and behaviours
- Effective management of workload
- Adherence to all regulatory/legislative requirements and quality standards
- Taking ownership of your own development, and embrace all opportunities to learn and grow
- Support key business projects
Personal competencies
Qualifications & Training - Financial Service qualifications (E.g. IOC or CII)
- Financial services experience, preferably in SIPP or WRAP
2
Skills & Behaviours - We use a range of IT systems to support our clients, a working
knowledge of Microsoft Office, Word, and Excel is required
- We aspire to provide industry leading levels of customer service. To
help us achieve this you will need high levels of commitment, strong
customer empathy and a desire to help all customers, no matter how
challenging the request
- Ability to demonstrate experience and understanding of working within
a Financial Services environment
- Flexible and proactive in your approach to your work and change
within the workplace
- You will represent our brand, a very high level of professionalism is
always expected
- Excellent verbal and numeracy skills are essential, as is being able to
communicate in a confident, professional, and sincere manner
- Strong attention to detail
- Ability to work well individually and as part of a team
- Excellent time management skills enabling organisation of workload to
meet challenging timescales and strict deadlines
- Good problem-solving skills coupled with the ability to present
complex matters to financial advisers and customers in a way that is
easy to understand
- Confident and precise when escalating issues
Desirable:
- Experience in administering pensions, especially income drawdown
- Understanding of investments and Model Portfolios
- Pension/ISA product knowledge
- Regulatory knowledge
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