Overview
Senior Customer Service Representative role at Waystone. Reporting to the Customer Services Assistant Manager, the Senior Customer Service Representative will provide exceptional customer service and technical expertise on all inbound/outbound contact.
Responsibilities
* Effectively handle and resolve customer queries through all channels in line with SLAs and regulation
* Encourage active first contact resolution of queries
* Advocate role model behaviours in terms of speedy and accurate customer resolution via the appropriate channels
* Act as a point of contact for less experienced CSC colleagues
* Provide support to the leadership teams as required across Transfer Agency
* Encourage active complaint resolution at first point of contact
Requirements
* Strategic Focus
o Effectively handle and resolve customer queries through all channels and in line with SLAs and regulation
o Encourage active first contact resolution of queries
o Advocate role model behaviours in terms of speedy and accurate customer resolution via the appropriate channels
o Act as a point of contact for less experienced for CSC colleagues
o Provide support to the leadership teams as required across Transfer Agency
o Encourage active complaint resolution at first point of contact
* Governance & Risk
o Strong background in a Financial Services/Funds industry
o Good understanding of when/how to acknowledge complaints
o Good understanding of how/when to identify breaches and incidents
o Working towards (demonstrating an appetite to work towards) IOC qualifications
* Experience And Personal Attributes
o Excellent and proven customer service skills
o Up to date financial services industry awareness and understanding
o Ability to provide support to less experienced colleagues
o Influence internal and external stakeholders and clients
o Strong interpersonal skills
o Excellent team working and collaboration
o IOC modules - module 1 is desirable
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