London Area, United Kingdom
Hardworking, ambitious and dedicated professional with a broad understanding of financial products and services from experiences within retail banking, investment and Fintech companies. A collaborative team worker with excellent interpersonal and communication skills with the proven ability to deliver against personal and team SLAs and KPIs whilst delivering exceptional investigating and resolving technical queries.
• Perform initial triage against all client production incidents • Manage these through to resolution • Perform a detailed analysis issued when needed • Collect and collate evidence and or/ diagnostics and prepare work request submission for relevant project development team • Interface with 3rd party application service providers • Co-ordinate and record any other activities and SME’s required to problem solve issues • Update any issue activity and contribute to operational procedures • Working on small project development releases via SQL scrips • Perform SQL scrips and write basic enquiry scrips • Make configuration changes from the Project Development team • Attend weekly meetings with clients to discuss outstanding tickets and resolutions • Add new solutions to resolve future enquires relating to the same issue in
• Working within the team providing software support and training to users on Intelligent Office. • Testing new software functionality developed and assisting the quality assurance process. • Contribute content to the Intelligent Office user guide as required. • Thinking of new ideas to improve the processes/ systems which is reported with management • Being the first point of contact for clients for troubleshooting and guidance. • Assist financial advisers with software enquiries regarding bulk valuations, portfolio reports, plans, fact find, fund management, income, fees & commissions, life cycle, work flows • Present training and troubleshooting tips to financial advisers in webinar • Investigating and resolving queries and issues raised whilst seeing through completion. • Logging and resolving enquiries in Salesforce, using own initiative and take ownership to resolve queries. • Creating and reviewing help files to assist clients using the system. • Liaising with the account management team and other key members on thinking of ways to improve business processes and client liaison. • Monitoring the daily valuation reports and cases to detect any defects. • Attending weekly meetings with 3rd party providers to discuss outstanding issues and ways to improve service • Taking ownership of master cases and liaising with 3rd party providers to find the root cause and resolve any valuation, fund feed or plan issues raised. • Generate XML files using AWS Management console and Amazon S3
• Dedicated support to provide information of a range of questions including available stocks and shares products and management styles, portfolio performance, information on current market movements, dashboard navigation, new promotional offers and account information • Primary point of contact for new and existing clients • Manage customer inbound queries via email, “Nutmail”, live webchat and telephone • Requirement to have ongoing awareness and understanding of changing market trends and/or movements • Ensure compliance to company and regulatory standards • Produce pension statements for clients, to show payments in, tax relief applied • Responsible for creating and providing clients with valuation reports of existing portfolios, to show portfolio performance, fees, dividends, portfolio overview, gains and losses • Produce client stock activity reports, to show further information on the ETFs (Exchange Traded Funds) held within a portfolio • Generate valuation statements for mortgage applications, for proof of funds held in account • Support clients in any queries they may have for received reports and statements • Ensure client complaints are handled effectively and efficiently, escalating where required
• Supervise call agent team to ensure they are meeting targeted customer service standards • Provide ongoing training on customer service and complaints process • Complaints handling specialist accountable for recording, investigating, responding and reporting for all cases escalated via the complaints process • Liaise with Financial Ombudsman to investigate complaints received by them against the society • Vulnerable customers specialist directly responsible for managing the end to end process for those clients referred through the defined escalation process by call agents • Monitored call reviews/meetings with call agents and provide direct feedback to ensure service level agreements and standards are being met • Provide call agents with training and coaching on lead generation and subsequent sales monitoring • Responsible for ensuring weekly personal and team targets are met • Quality check files to ensure accuracy providing periodic reports to compliance • Produce daily, weekly, monthly M.I. for senior managers • Quorum member of management meetings to review sales generation and compliant management performance against targets • Member of “Customer Forum” which was an initiative by company executives to create and deliver new initiatives to further enhance the service levels provided • Responsible for ensuring accuracy of broker fees on mortgage completions • Process mapping to help drive improvements
• Primary point of contact for existing customers across multiple channels of communication providing support for multiple products • Exceeded monthly targets 3rd party referrals targets for existing customers to services provided by the Building |Society including home insurance, life cover, financial advice and estate administration) • Pro-active outreach to existing clients to provide information on new products and services • Manage account opening and administration process • Ensure any complaints followed the defined escalation process
• First point of contact for potential new customers providing information on savings and mortgages • Liaise with customers and mortgage brokers for new mortgage application • Over achieved against weekly referral to provide new leads to mortgage advisors • Explained new savings products and processed new business applications • Outbound calls to existing mortgage customers to discuss renewing new rate for retention
• Provide customers with support in branch by giving information on products and services • Building and maintaining positive customer relationships including being supportive in times of financial difficulty • Cashier duties including deposits, withdrawals, transfers and foreign exchange • Responsible for management of ATM Cash Machines for the branch • Refer customers to private banking, mortgage advisor, financial consultant or business banking where appropriate • Manage customer complaints in line with company procedures • Ensure compliance to company and regulatory standards