ROLE SUMMARY

You will be the first point of contact for handling incoming customer calls and directing to the appropriate team for support. You will also provide support and resolutions to customers on Tier 1 level support queries, so as to provide one-touch response to customers without redirecting them to other team members or departments. You will receive training on Tier 1 support resolution as part of your onboarding into the role.

The main responsibilities of the role include:

• Answering inbound telephone calls in a professional and courteous manner and where appropriate routing them to the relevant team members
• Providing live support and resolutions to customer queries where they are within the scope of Tier 1 level support
• Delivering an excellent customer experience to clients at all times
• Developing financial sector knowledge via the training that we will provide, in order to develop your understanding and knowledge to be better able to achieve our business goals
• Managing incoming and outgoing post; including sorting, distributing, and responding to mail as needed.
• Performing document handling tasks such as scanning, filing, preparing documents for signature, and coordinating with clients or colleagues to obtain signed forms.
• Supporting the wider team with general administrative duties, including data entry, record keeping, and assisting with internal processes.
• Dealing with customer complaints in line with the company escalation procedures
• Contributing to ongoing CX improvement by identifying improvement opportunities and providing input to change initiatives and projects
• Working as a team player to support colleagues in the collective achievement of company goals