Job Description
Our client are a leading financial institution based in the Ipswich Town Centre who pride themselves on delivering outstanding customer experience. The main aim of the role is to help customers get onto their online accounts and help them with any issues they may have. The role will be split between customer management and administration of accounts.
Key Duties:
- Deliver outstanding customer service to clients and have a sympathetic view of their needs and reasons for getting in touch
- Regular client communication via ticketing system
- Work closely with all divisions of the team to get to the underlying cause of a problem and gather all the required information to ensure the customer gets the best possible experience
- Translating technical lingo into more understandable terms
- Support Product Team with inviting new users onto the system and replying to queries from wider business
- Support clients on-boarding onto system
- Timely responses and resolutions of support requests to agreed SLAs
- Replying to user App Store reviews and enquiries on social media
- Support client electronic signatures via Docu Sign when necessary
- Have an understanding of anti-money laundering (AML) issues and ID verification processes
Experience and Qualifications:
- Ideally some strong co-ordination or administration experience
- Strong customer service/customer focussed ethos
- Ability to work under pressure and in a regulated environment
(V/11194)
