Customer Service Represantative
12 months
Monday - Friday
Edinburgh
THE ROLE
A fantastic opportunity has arisen for a number of Transfer Agency Administrators to work within a large multi-national organisation, specialising in Investment Banking. You will be a part of a team responsible for providing innovative mutual fund transfer agency services for millions of shareholder accounts with some of the best-known names in the financial services industry. This opportunity is available for an initial 6-month period.
Respond to phone and email inquiries from mutual fund shareholders regarding, among others, financial transactions, account information or processing a transaction.
Handle requests to make updates to shareholder accounts or instructs shareholders on how to make account changes.
Answer phones and respond to shareholder emails with inquiries handled without a handoff for assistance.
Follow the best practice call outline when addressing and closing standard calls and to ensure that the most current information is provided. Follow internal quality standards, the current workflow for each call type (Maintenance, Financial and Escalated issue), and security protocols.
Complete security forms in compliance with regulatory requirements.
Actively listen to shareholder needs in order to provide service that ensures continued shareholder satisfaction and complete, accurate fulfilment of shareholder asks.
Make an initial determination of which inquiries should be escalated or will necessitate completion of an electronic ticket.
Confirm conclusions with more senior team members.
Escalate inquiries or complete electronic tickets to initiate delivery of historical statements or pass forms to shareholder as requested.
Has a clear understanding of Policy and Procedures.
Completes standard security protocol to verify shareholder identity and prevent fraud prior to releasing information.
Handle customer complaints following our standard procedures and regulatory guidelines.
Accept feedback and coaching and proactively adjust own management of call flows in response to feedback.
Responsibilities are limited to own conduct, accuracy and efficiency when handling interactions with stakeholders via phone or email.
REQUIREMENTS
Bachelor's degree or the equivalent combination of education and experience is preferred.
Customer Service experience in the financial service market preferred.
Call Centre/Contact Centre would be nice to have
Can work in a very structured environment.
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.