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Customer Support Specialist
2 months ago
About Us
Close Brothers Group is a leading UK merchant banking group that provides a range of financial services to individuals, businesses, and charities. Our mission is to be the best place in the UK for wealth professionals and their clients.
Our Values
We believe that everyone should think ahead, have a financial plan, and invest wisely. Our clients rely on our clear financial advice and investment management services to preserve and grow their long-term savings and investments.
Our Team
We are a team of about 800 people based in 14 offices across the UK. Our geographic footprint allows us to combine a local approach with face-to-face services to enable strong, long-term relationships with our clients.
Sustainability
Sustainability is fundamental to our purpose, and we have a responsibility to help address the social, economic, and environmental challenges facing our business, colleagues, and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people.
Our Vision
Our vision is to develop an open and inclusive company that ensures everyone is valued, respected, and included. We aim to create a diverse and inclusive workforce from the top down.
Job Overview
As an Investor Support Executive, you will be responsible for dealing with client queries through various channels and administering their accounts. You will work as part of an energetic, professional, and friendly team who provide dedicated support to Direct clients.
Key Responsibilities
- Deal with client inquiries and requests in a timely and professional manner.
- Ensure that client queries and requests are actioned and responded to within set service level agreements (SLAs).
- Manage client documentation, ensuring that it is scanned, saved, and archived in accordance with department operating procedures.
- Develop a specialist knowledge of our digital assets, including our online investment portal, mobile app, and website research resources.
- Represent Direct clients by working harmoniously with other teams to ensure we deliver the best, most efficient, and effective service possible to our clients.
- Use your initiative to build a rapport and delight our clients, keeping them informed and assisting their needs.
- Perform general ad-hoc duties as required by the business or assigned by the Investor Support Team Manager.
- Liaise and work with colleagues across the business to ensure operational efficiency and cohesive client experience.
- Make suggestions on services to improve consistency, quality, and efficiency.
- Take client feedback into account when making decisions to ensure that the service provides the most appropriate service to meet client needs.
- Keep line manager appraised of issues affecting performance and service development, proactively suggesting solutions where there is a need.
- Manage your workload and day to ensure SLAs are achieved.
- Learn and maintain a working knowledge of the team's procedures and use your knowledge and experience to suggest improvements where possible.
Regulatory Responsibilities
- Demonstrate an understanding of the regulatory framework relevant to the role, while practicing effective risk management and taking accountability for outcomes for clients.
- Assist management by proactively making decisions and escalating any problems in a timely manner to avoid complaints and help the early resolution of potential issues.
- Liaise with Compliance on the resolution of complaints to ensure responses are logged and resolved within necessary SLAs.
- Report any breaches to the Investor Support Team Manager.
- Demonstrate an understanding of the regulatory framework relevant to the role, while practicing effective risk management and taking accountability for outcomes for clients.
Person Specification
- A passion for delivering exceptional customer service.
- An enthusiastic and self-motivated team player.
- Excellent verbal and written communication skills.
- Keen eye for detail.
- Good IT skills and competent using Microsoft packages.
- Detailed record keeping and reporting capability.
- Proactive, able to multi-task and manage a varied workload.
- Demonstration of initiative.
- Experience of outbound calling.
- Experience in a customer-facing role, preferably within the Financial services sector.
- An understanding of savings and investments is desirable.
