Senior Customer Service Representative
On-siteLeeds, England, United Kingdom
Leeds, England, United KingdomOn-siteFull TimeSenior LevelLarge
Full TimeSenior LevelLarge
Job Summary
Resolve customer queries at first point of contact across all channels while adhering to strict SLAs and regulations. Demonstrate subject matter expertise in financial services to ensure accurate, compliant resolutions for inbound and outbound interactions. Act as a mentor to less experienced colleagues, providing support on complaint handling and breach identification. Maintain professional behaviors that model role expectations within a regulated, fast-paced environment. This role supports Waystone's institutional governance and administration services to global financial institutions.
Required Qualifications
- Strategic Focus
- Effectively handle and resolve customer queries through all channels and in line with SLAs and regulation
- Encourage active first contact resolution of queries
- Advocate role model behaviours in terms of speedy and accurate customer resolution via the appropriate channels
- Act as a point of contact for less experienced for CSC colleagues
- Provide support to the leadership teams as required across Transfer Agency
- Encourage active complaint resolution at first point of contact
- Strong background in a Financial Services/Funds industry
- Good understanding of when/how to acknowledge complaints
- Good understanding of how/when to identify breaches and incidents
- Working towards (demonstrating an appetite to work towards) IOC qualifications
- Excellent and proven customer service skills
- Up to date financial services industry awareness and understanding
- Ability to provide support to less experienced colleagues
- Influence internal and external stakeholders and clients
- Strong interpersonal skills
- Excellent team working and collaboration
Desired Qualifications
- IOC modules - module 1 is desirable
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