Client Service Officer (Client Support)

Description:

An international investments and financial services concern with offices in Somerset West, is seeking to employ a candidate to fill the vacancy of a Client Service Officer. The successful candidate will support a team to work efficiently and produce a high service level to their clients to maintain and retain their business. key duties and responsibilities include:

• The focus will be to follow the processes and procedures to execute client requests and instructions
• The role requires high levels of engagement with clients, distribution partners and service providers
• The post holder is required to contribute in a positive manner to the team with an aim to achieve overall objectives and deliver an excellent customer experience
• As the Customer Service Officer your role is critical in delivering an efficient and effective outcome to our clients, distribution partners and service providers
• You will have responsibility to engage and follow up on a variety of client related cases
• This position reports to the Team Leader, Client Support
• Deliver on Service standards as per established Service Model for the function
• Ensure adherence to processes and address/raise issues that need attention
• Work proactively with other business functions and stakeholders
• Ensure fees in relation to the functions responsibilities are posted for services rendered in a timely manner and in line with processes
• Undertake and participate in relevant departmental meetings
• Periodically review work being undertaken to check for adherence to policy and procedures, check quality of work
• Ensure complaints, errors and omissions are dealt with as per company policy
• Daily monitoring of progress of assigned cases
• Dealing with assigned outstanding cases and action regular follow up to ensure progress
• Ensuring relevant record keeping on systems used for processing or managing work are maintained and up to date across the function
• To assist and undertake case work as required in the function
• Contribute to staff training programmes
• You will take part and actively contribute to the weekly Team Meetings
• Please be advised that the Team Leader will be responsible for allocating workloads, with the support from the Senior Officer
• From time to time you may be required to perform other reasonable tasks within the scope of your role to support the business.

Requirements Include:

• Trust experience is desired, otherwise experience within the Finance Industry
• Keen interest in Trusts administration or have strong transferable skills
• A relevant professional qualification or a willingness to study towards one

Competencies include:

• Strong organisational and administrative skills
• Ability to work as part of a team and positively influence and contribute to the team
• Good communication skills over the phone, in person and comfortable using video technology to engage with clients and colleagues
• Ability to work with confidential and sensitive data
• Good time management
• Ability to work under pressure and multi-task
• Experience of working in and maintain good client relationships and delivering good service
• High level of commitment and positive attitude
• Exercise the highest ethical and safety standards when conducting your work, particularly where other people are involved
• Be energetic in your approach to performing a service to the Company
• Be attentive to detail and work methodically and accurately
• Exercise the utmost good faith towards the Company both in carrying out your duties and in all of your dealings with the Company and its clients and/or its suppliers
• Possess excellent communication skills
• Present yourself professionally to fellow employees and clients of the Company
• Use your initiative
• Be able to work independently as well as part of a team
• A willing and flexible attitude to working hours to support team and business needs, as required

Requirements:

• The focus will be to follow the processes and procedures to execute client requests and instructions
• The role requires high levels of engagement with clients, distribution partners and service providers
• The post holder is required to contribute in a positive manner to the team with an aim to achieve overall objectives and deliver an excellent customer experience
• As the Customer Service Officer your role is critical in delivering an efficient and effective outcome to our clients, distribution partners and service providers
• You will have responsibility to engage and follow up on a variety of client related cases
• This position reports to the Team Leader, Client Support
• Deliver on Service standards as per established Service Model for the function
• Ensure adherence to processes and address/raise issues that need attention
• Work proactively with other business functions and stakeholders
• Ensure fees in relation to the functions responsibilities are posted for services rendered in a timely manner and in line with processes
• Undertake and participate in relevant departmental meetings
• Periodically review work being undertaken to check for adherence to policy and procedures, check quality of work
• Ensure complaints, errors and omissions are dealt with as per company policy
• Daily monitoring of progress of assigned cases
• Dealing with assigned outstanding cases and action regular follow up to ensure progress
• Ensuring relevant record keeping on systems used for processing or managing work are maintained and up to date across the function
• To assist and undertake case work as required in the function
• Contribute to staff training programmes
• You will take part and actively contribute to the weekly Team Meetings
• Please be advised that the Team Leader will be responsible for allocating workloads, with the support from the Senior Officer
• From time to time you may be required to perform other reasonable tasks within the scope of your role to support the business.

• Trust experience is desired, otherwise experience within the Finance Industry
• Keen interest in Trusts administration or have strong transferable skills
• A relevant professional qualification or a willingness to study towards one

• Strong organisational and administrative skills
• Ability to work as part of a team and positively influence and contribute to the team
• Good communication skills over the phone, in person and comfortable using video technology to engage with clients and colleagues
• Ability to work with confidential and sensitive data
• Good time management
• Ability to work under pressure and multi-task
• Experience of working in and maintain good client relationships and delivering good service
• High level of commitment and positive attitude
• Exercise the highest ethical and safety standards when conducting your work, particularly where other people are involved
• Be energetic in your approach to performing a service to the Company
• Be attentive to detail and work methodically and accurately
• Exercise the utmost good faith towards the Company both in carrying out your duties and in all of your dealings with the Company and its clients and/or its suppliers
• Possess excellent communication skills
• Present yourself professionally to fellow employees and clients of the Company
• Use your initiative
• Be able to work independently as well as part of a team
• A willing and flexible attitude to working hours to support team and business needs, as required