Customer Services Associate

2 weeks ago

Horsham, United Kingdom Schroders Full time

About Benchmark

Our award-winning, proprietary solutions cover regulatory, platform and investment services, and are designed to support advisers at every step of their journey - from starting and running a financial advice business more productively and effectively, to accelerating its growth and realising its value.

We support high quality financial advisers with our award-winning technology and support services.

And with our own Financial Advice business, we help families find solutions to meet their needs and aspirations and achieve peace of mind. By providing access to higher quality solutions, we make it easier for them to meet and exceed their goals.

Ensuring good client outcomes, with the client's interests central to decision making, is very important at Benchmark. Treating Customers Fairly principles are embedded within our organisation and we take responsibility for embracing and promoting our duty of care to all clients, including those who may be more vulnerable than others.

The base

You'll be based at our Schroders Campus near Horsham in West Sussex. It has high standards and international reputation, without being in the city: a big, countryside campus means life will feel a little different. We support our offices by using cutting edge software and hardware and our spacious campus facilities mean there's a great working environment for the team. With an on-site restaurant, coffee shop and gym, our campus has much to offer. And commuters can relax on our dedicated regular shuttle bus to and from Horsham's main line train station.

We know that helping you balance personal and professional commitments is a big part of that, so we're open to flexible working. Many of our staff work flexibly in many different ways, including part-time. Please talk to us at
interview about the flexibility you need.

What you'll do
- Understanding and confidently articulating multiple processes in both written and verbal format; specific to KYC (Know Your Customer) & Due Diligence, SLA reporting, Client MI Transactions and Support & Issue Resolution.
- Answer customer queries in accordance with processes and procedures
- Absolute ownership of queries through to satisfactory resolution
- Gain and maintain a good understanding of Platforms within the Financial Services market
- Follow procedures and instructions in order to ensure excellent client outcomes
- Source answers and think logically to find solutions
- Review data to ensure accuracy
- Proactive feedback to other departments where required in order to ensure excellent client outcomes
- Contribute and feedback in team meetings
- Maintain and Improve Customer Satisfaction Survey Results vs targeted SLA's

The knowledge, experience and qualifications you need
- Promoter of the Treating Customers Fairly principles, and deliver your own responsibility for the duty of care to our clients
- Excellent phone manner and experience of dealing with challenging calls
- 5 GCSE's including maths and English language
- 2 A Levels or equivalent
- Willing to learn
- Accurate with good attention to detail
- Ability to work as part of a team and autonomously
- Excellent communication skills both written and oral
- Organised and diligent
- Build rapport quickly and easily

The knowledge, experience and qualifications that will help
- Financial Services industry experience
- Confident user of Microsoft Word and Microsoft Excel

What you'll be like
- Promoter of the Treating Customers Fairly principles, and deliver your own responsibility for the duty of care to our clients
- Self-starter, willing to learn
- Ability to adapt communication according to the audience
- Ability to prioritise work
- Confidence to ask questions and suggest process improvements
- Embraces change positively
- Able to work efficiently and accurately in a fast-paced environment
- Enthusiasm, energy and positivity

Our purpose is to provide excellent investment performance to clients through active management. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer: you are welcome here regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristics

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