The customer experience team acts as a dedicated point of contact for Financial Advisers and Clients using the Wealthtime platform and are also the primary contact for the Wealthtime Select National Sales Manager dealing with a wide range of enquiries. The aim of the team is to provide service excellence through the mediums of telephone, secure message, and other written correspondence.
Developing and maintaining deep and meaningful adviser relationships is at the heart of this role with the aim to build trust and a proactive exchange of information with our commercial partners that will be assigned as your key relationships as part of your role.
Key Responsibilities:
1. Demonstrate a strong and supportive customer centric culture, focused on the delivery of excellent customer outcomes for all advisers and clients, whilst meeting and adhering to our vulnerable customer policy.
2. Build and maintain successful working relationships with key adviser firms that are assigned to you as their primary contact for support and service.
3. Deliver platform training, efficient customer onboarding, responses to complex/technical enquiries and understand your advisers' business model and requirements of the platform.
4. Oversee the movement of cash and assets onto the platform ensuring a seamless transition minimising disruption to the adviser and client.
5. Manage and resolve calls and emails from Financial Advisers, Clients, Sales Teams, and Third Party Providers, ensuring that all queries are dealt with in line with service standards, procedures, and compliance guidelines, and proactive updates are provided on commercial campaigns or calendar events relevant to the firm.
6. Maintain good working relationships with team members and colleagues across the Wealthtime business including coordinating with departments to provide advisers with quality service and information relevant to their needs.
7. Work with the National Sales Manager to train new platform users and provide feedback on service interactions and attendance of meetings where requested.
8. Ensure that the Consumer Duty principles are adhered to, supporting Customer Service improvement initiatives, raising any risks, near misses or areas for concern with either Line Manager or Compliance.
9. Stay up to date on industry and platform developments and relevant regulatory change.
10. Responsible and accountable for own personal development - prepare and actively operate personal training/development plans.
You will, from time to time, be required to undertake other activities that fall within your capabilities as directed by management.
Skills, Qualifications and Experience:
1. A proven track record in customer service role with wrap proposition and platform knowledge essential.
2. Previous Customer Services Experience preferably in Financial Services.
3. Previous Telephony/administration experience.
4. Good understanding of Consumer Duty Principles and Vulnerable Customer regulations.
5. PC Literate, experience of using Microsoft Office including Word, Excel, and Outlook.
6. Good attention to detail.
7. Excellent interpersonal and communication skills.
8. Ability to work well individually and as part of a team.
9. Ability to work well under pressure, and to tight deadlines.
10. A proactive and self-motivated mindset, able to be solution focused when faced with challenges.
11. Good organisational skills.
12. Good understanding of Consumer Duty Principles and Vulnerable Customer regulations.
13. Previous telephony experience within the financial services industry.
14. Previous Financial Services experience.
15. SIPP, Drawdown, GIA, ISA and/or Offshore Bond knowledge.
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