Customer Service
Full Time
Job Description
- Building and maintaining strong Client and Administrator Relationships for new and existing Clients.
- Act as a point of contact for Clients and Administrators.
- Managing Client and Administrators expectations by communicating with them as appropriate on the telephone and/ or email.
- Manage high volume of queries and multi-task to ensure all queries are actioned and resolved in a timely manner.
- Work in close collaboration with business partners such as Product, Sales, Relationship Management, Technology, Operational teams.
- Assist management with escalation issues to ensure clients are provided with the level of service expected.
- Support management in the delivery of Operational Strategies and direction for the Client Service team.
- Ability to review Business situations and resolve asks with multiple parties within the Operations Business.
- Identify process gaps and build robust and scalable solutions to resolve them.
- Carry out checks daily to ensure team have completed all tasks on a daily basis.
- Escalate issues to Management to be addressed where required.
- Gather pain points and report to Management so solutions can be sourced.
- Ensure all client queries are responded on in a timely manner and with a high level of client service.
- Liaising with other internal departments to ensure timely resolution of Client issues.
- Involvement in ad hoc projects for new processes or industry initiatives.
- Working alongside your team ensuring that team strategy is delivered.
Required Knowledge, Skills, and Abilities
- Excellent communications skills and ability to present to an audience
- Ability to work under pressure in a team environment
- Ability to liaise with all levels of the firm and people with different experiences and backgrounds
- Self-motivated and able to work unsupervised. Candidate will be able to manage own time and know when to escalate
- Previous experience within a client facing team would be good.
Reference no: 90209