We are looking for a Digital Support Administrator to deliver the best possible experience for prospects and clients to a company based in Ipswich. Always showing a passion for the company and helping people to save, invest and view their investments. This is a 12-month fixed term contract to provide maternity cover.
Key Responsibilities
- Support customer queries for the company web and app-based services.
- Onboard new and existing clients onto.
- Understand Anti Money Laundering (AML), Anti Impersonation (AI) and Suitability processes.
- Communicate with clients by email and on the telephone to assist with queries and to troubleshoot issues with digital services, ensuring that the client receives the best possible experience.
- Respond to clients within the agreed SLA.
- Work closely with all divisions of the Digital Support, Product, Delivery, Transfers and Middle Office teams to get to the underlying cause of a problem and gather all the required information to ensure that issues are resolved efficiently.
- Help to promote our digital offerings and products to build our client base & assets under management.
- Work with other areas of the business to assist with questions regarding the Silo product.
- Assist with transfers of client assets both internally and from other providers.
- Be proactive; identify opportunities to improve the client experience in both support processes and in the Silo app.
- Respond to reviews on the App Store and Google Play Store.
- Assist in migration of accounts, set up and data cleansing ensuring migration and data quality.
- Assist with the production of marketing lists for the timely dispatch of bulk electronic communications.
- Assist clients and Investment Managers with Shareowner Services proxy voting and meeting attendance.
Key Competencies
- Getting Things Done: Delivers on agreed objectives promptly; prioritises workload; remains professional under pressure.
- Communication & Sharing Knowledge: Confident, clear and accurate with all communication; maintains accurate records and makes effective use of new technology.
- Customer Service: Positive attitude to find solutions in line with FCA principles; Uses customer feedback to improve service.
- Effectiveness & Adaptability: Able to maintain a high volume of work, striving for continual improvements; understands individual contribution in relation to corporate objectives; presents a positive image and approach to change.
- Team Working: Shares knowledge, skills, and experience with colleagues; understands team goals; is cooperative and supportive of others.
Candidate Profile
Previous experience of providing customer service
Previous experience in financial services is advantageous but not essential.
A good understanding of anti-money laundering (AML) principles is advantageous but not essential.
Excellent communication skills - verbal and written.
Will have an interest in Apps.
Previous experience with ticketing software is advantageous but not essential.
Contractual Hours
9.00am to 5.30pm, Monday to Friday