Reporting to: Client Services Team Manager
About us:
We are an award-winning investment solutions platform that helps ambitious financial advice firms to build their own investment propositions. We are entrepreneurial, innovative and value collaboration.
Role overview: This role is one of our two primary interfaces with our customer base i.e. Financial Advisers, Paraplanners, IFA support staff and end clients. The CS Consultants are required to answer a broad range of queries and provide training relating to our different propositions (Parmenion, Interact & MyInvestments). Queries include but are not limited to:
* our website,
* online tools,
* our processes,
* our investments and
* reporting on any of our products (GIA, ISA, SIPP & third party products).
We also help third party businesses (e.g. transfer providers, third party product providers) with any technical queries they have.
Responsibilities include:
* Providing first class customer service in a B2B as well as a B2C technical environment
* Answering inbound calls & emails from advisers, paraplanners, admin staff, clients & third party providers.
* Making outbound calls to all the above where needed to explain a process or make them aware of something
* Answering web chats from advisers & paraplanners
* Handling and resolving adviser dissatisfactions
* Resolving queries using mostly free format tools and sourcing answers from knowledge articles for calls, chats & emails
* Liaising with internal departments where required to source information for our advisers, paraplanners, admin staff, end clients & third party businesses
* Adhering to all regulatory guidelines and rules in all interactions
* Carrying out a number of administrative processes e.g. change of personal details, change of adviser on accounts
* Creating knowledge articles as a result of adviser feedback and/or a new product offering/process amendment or a gap in existing knowledge. The Consultant identifies whether there’s a need for a new article or a change to an existing one, with them writing the appropriate content which ends up being published internally or externally once approved
Training and Competency:
* Consultant needs to be deemed competent & knowledgeable in the first 6 months by completing our training and competency scheme. This consists of 6 online courses about Financial Services, 9 paper tests about Parmenion and what we offer along with a workbook to complete and then a financial situational based interview with a Manager.
* Consultant needs to maintain competency & knowledge by completing 25 hours CPD per annum (pro-rated)
* There’s also an opportunity to opt into the Senior Pathway, which is a structured training programme consisting of a number of stages that allows you to increase your knowledge with incremental pay rises at successful completion of each stage. Completion of the last stage results in you becoming a Senior CS Consultant
Key Requirements:
* Must have some previous experience in Financial Services and/or some previous customer service experience in any relevant sector
* Good verbal and written skills
* Relationship management skills
* Key stakeholder management abilities
* Personal organisational skills
* Must be a team player as well as the ability to be self-starting
* Must be able to multi-task between different communication channels whilst handling customer queries
* Be able to adapt to change in a fast-paced environment
* IOC qualification or similar or be studying towards this is preferential
Parmenion is a solo enhanced firm regulated under the Financial Conduct Authority.
The FCA have conduct rules that firms and individuals must follow to ensure that they act with integrity and treat customers fairly.
The Conduct Rules:
* You must act with integrity
* You must act with due skill, care and diligence
* You must be open and cooperative with theFCA, thePRAand other regulators.
* You must pay due regard to the interests ofcustomersand treat them fairly.
* You must observe proper standards of market conduct
* You must act to deliver good outcomes for retail customers’
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