Our client is seeking a Senior Client Services Representative to join their Client Services Team within the wider Operations Department. In this role, you will provide assistance and administration support to clients and financial advisors, primarily in relation to their Unit-Linked plans and servicing requirements. You will ensure that administration requests are processed accurately and in accordance with the Service Level Agreements. Additionally, you will provide reception cover on request and general support to the Unit-Linked Operations team as required.
Job Duties:
- Provide client support to multi-jurisdictional clients regarding their policies with Utmost Worldwide, adhering to Customer Service Standards.
- Communicate effectively with customers, intermediaries, or Regions via telephone, email, or video calls, ensuring professional customer care and security.
- Take ownership of customer enquiries from start to resolution, ensuring a pro-active customer service approach.
- Resolve any disputes or issues by referring them to the Client Services Team Lead.
- Monitor and control customer queries, ensuring all required information is provided in a timely manner.
- Manage stakeholder relationships to prioritise and deliver customer requests efficiently.
- Collaborate with colleagues across the business, particularly in the Operations Team, to ensure effective role performance.
- Assist with the administration of client plans and support the wider Operations team as necessary.
- Create and maintain operational processes and procedures, ensuring they are regularly reviewed and improved.
- Assist with the creation and management of operational reporting as required.
- Support Client Due Diligence (CDD) and Client Risk Assessment, ensuring adherence to AML and fraud control policies.
- Participate in system development and testing projects, updating procedures to enhance team efficiencies.
- Mentor and train team members within the Client Services Team.
Job Requirements:
- Excellent written and verbal communication skills.
- Strong attention to detail and proven accuracy.
- Excellent time management, organisational, and prioritisation skills.
- Ability to handle high volumes of work while meeting deadlines.
- Self-starter with the ability to work independently.
- Strong mindset for continuous improvement.
- Ability to build and maintain relationships at all levels and across multiple regions.
- Tech-savvy with experience in Microsoft Office (Excel, Word, PowerPoint).
- Ideally, previous experience in Customer Services or Operations within the Financial Services sector.
- Proficiency in English and Maths.
- Experience in mentoring or working in a team environment.
What You’ll Love:
Our client is committed to providing a professional and supportive environment where you will be able to develop your skills further. The role offers opportunities to work closely with various teams across the organisation, fostering collaboration and growth. You will be part of an innovative company that values continuous improvement, ensuring both personal and professional development. This is an exciting opportunity for individuals seeking to make a significant impact within a forward-thinking team.
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