Contact Centre Officer - Managed Fund
Core
First point of contact for inbound customer calls and written correspondence, resolving queries and escalations for Managed Fund Administration services.
Role type
Contact Centre Officer (Customer Service)
Builds
Customer service interactions and support for financial services clients
Domain
Financial Services / Managed Fund Administration
Deliverable
client delivery
Required skills
Customer service, phone communication, written correspondence, complaint handling, active listening, system navigation, Microsoft Office
Preferred skills
Financial services industry experience, AML/KYC knowledge, sales or retail background
Responsibilities
Responding to incoming calls, emails, and messages; Identifying customer requirements and recording information; Resolving queries and escalations within agreed timeframes; Making outbound calls to investors and advisers; Monitoring and addressing queries in client mailboxes; Liaising with advisors to fulfil service requests; Maintaining high client satisfaction levels; Achieving client service metrics (speed of answer, abandonment rate, Grade of Service); Providing timely support to internal and external clients; Ensuring adherence to compliance requirements.
Seniority
Individual Contributor