Contact Centre Officer
Core
First point of contact for inbound customer calls, handling inquiries via phone and written communication to support Managed Fund Administration services.
Role type
Contact Centre Officer
Builds
Customer service interactions and relationship management for financial services clients
Domain
Financial Services / Customer Support
Deliverable
client delivery
Required skills
customer service, active listening, complaint handling, Microsoft Office Suite, data entry, SLA adherence, written communication, verbal communication, empathy, resilience
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 in systems; Resolving queries and escalations within agreed timeframes; Making outbound calls to investors and advisers; Monitoring and addressing queries in client mailboxes and workflow systems; Liaising with advisors and investors to fulfil service requests; Maintaining high client satisfaction levels; Achieving agreed 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