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Customer Service Advisor (Distributor Services)

  • Job reference DST/TP/17447/12567
  • Job type Full Time
  • Sector Customer Service
  • Location Basildon
This vacancy has now expired.

Summary

To service Distributors, Institutional Clients and Nominee enquiries through various channels including: Inbound/Outbound telephone contact, Webchat, Emails and processing AWD work type tasks created by other departments. Achieving these in line with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

Main Responsibilities

* Ensure SS&C meets their Clients' expectations, in line with Service Level Agreements (SLA) and Key Performance Indicators (KPI) by servicing Distributor and/or Institutional clients.
* Investigate and resolve queries received via telephone calls. Email, Webchat and also AWD work created by other departments. Queries can vary from transaction histories, distributions, stock transfer and deal confirmations along with general customer service enquiries
* Work with the Manager to drive forward the operational culture of 'VALUED' and support the voice of the customer initiative called 'Putting the Client at the Heart"
* Demonstrate a high level of understanding of all monitored systems and how they link into other departments inclusive of issue resolution where impacts to other departments occur
* Must actively seek & respond to feedback. Use service failures both internally & externally as an educator to improve our process, procedures & overall service.
* Actively contribute to team and departmental meetings
* Able to act as a referral point for others in the team
* Able to support new joiners to the department
* Be a role model by adhering to all SS&C policies and procedures
* Work collaboratively with our DCS/ICS team in India, sharing best practices and process improvement initiatives
* Encourage proactive use of the distributor portal internally and promote self-service to our platforms

Ideal Candidate

  • Strong written and interpersonal skills
  • Excellent analytical skills
  • Good personal organisational skills
  • Experience of working within the Financial Services Industry
  • Excellent Communication skills
  • Intermediary knowledge of EXCEL and WORD
  • Experience in carrying out quality assessments and analysis
NANorth America
Join us
EMEAEurope, The Middle East & Africa
APACAsia-Pacific

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