Senior Business and Investor Services Support Associate (Contact Centre)
Core
Senior operational and technical resource within the Contact Centre delivering exceptional member and employer experiences while supporting the manager in team leadership and development.
Role type
Senior IC contact centre operations lead
Builds
High-quality service, compliance outcomes, and positive member experiences for investors, financial advisors, and clients
Domain
Financial services / Fund administration
Required skills
Contact centre operations, coaching and mentoring, quality assurance, complaint handling, stakeholder management, analytical problem-solving, mailroom administration
Preferred skills
Experience in financial services, knowledge of dispute resolution processes
Technologies
None stated
Responsibilities
Manage inbound and outbound calls for various clients; Conduct regular quality assurance reviews of member interactions; Provide ongoing coaching and support to team members; Monitor adherence to service standards and compliance requirements; Prepare and maintain quality assurance reporting and trend analysis; Organize and maintain the mailroom and distribute mail
Seniority
Senior, hands-on IC with leadership support duties