Customer Resolution Associate

REQUIREMENTS

• Strategic Focus
• Effectively handle and resolve customer dissatisfaction through all channels and in line with SLAs and industry regulation
• Encourage and demonstrate active first contact resolution of queries and complaints
• Advocate correct role model behaviours in terms of speedy and accurate customer resolution via the appropriate channels
• Ensure complaint processes and procedures are kept up to date
• Act as a central referral point for CSC colleagues
• Provide support to the leadership teams as required across Transfer Agency
• Ensure all teams are accountable and respond in a timely manner to customer queries and complaints
• Governance & Risk
• Technical knowledge in a Financial Services / Funds industry
• Good understanding of when / how to acknowledge complaints
• Good understanding of how / when to identify breaches and incidents
• Working towards (demonstrating an appetite to work towards) IOC qualifications
• Experience and Personal Attributes
• Excellent and proven customer service skills in a Financial Services environment
• Up to date financial services industry awareness and understanding
• Experience in the delivery of feedback
• Ability to act as a coach and mentor to less experienced colleagues
• Influence internal and external stakeholders and clients
• Strong interpersonal skills
• Excellent team working and collaboration
• IOC modules is desirable but not required