Eden Scott's client is currently seeking a number of Client Services Administrators to join their operation in Edinburgh. The successful individual will work as part of the back-office function. These roles will be hybrid working from home and the office once trained.
Responsibilities:
1. Respond to phone and email inquiries from mutual fund shareholders regarding financial transactions, account information, or processing a transaction.
2. Deal with requests to make updates to shareholder accounts or instruct shareholders on how to make account changes.
3. Answer phones and respond to shareholder emails with inquiries handled without a handoff for assistance.
4. Follow the best practice call outline when addressing and closing standard calls to ensure that the most current information is provided.
5. Complete security forms in compliance with regulatory requirements.
6. Actively listen to shareholder needs to provide service that ensures continued shareholder satisfaction and complete, accurate fulfillment of shareholder asks.
7. Make an initial determination of which inquiries should be escalated or will necessitate completion of an electronic ticket.
8. Confirm conclusions with more senior team members.
9. Escalate inquiries or complete electronic tickets to initiate delivery of historical statements or pass forms to shareholders as requested.
10. Have a clear understanding of Policy and Procedures.
11. Complete standard security protocol to verify shareholder identity and prevent fraud prior to releasing information.
12. Handle customer complaints following our standard procedures and regulatory guidelines.
13. Accept feedback and coaching and proactively adjust own management of call flows in response to feedback.
14. Work in a very structured environment.
15. No direct reports.
Experience Required:
1. Previous Client Services Administration experience.
2. Team Player.
If you feel you can rise to the challenge, please contact Karen Kerr at the earliest opportunity on 0131 550 1129 or e-mail Karen.kerr@edenscott.com.
Eden Scott offers the services of an employment agency for permanent work and an employment business for temporary work.
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