Customer Services Technician

Waystone leads the way in specialist services for the asset management industry.

Partnering with institutional investors, investment funds and asset managers, Waystone builds, supports and protects investment structures and strategies worldwide. With over 20 years’ experience and a comprehensive range of specialist services to its name, Waystone is now serving assets under management in excess of $2Tn. Waystone provides its clients with the guidance and tools to allow them to focus on managing their investment goals with confidence.

Summary: Reporting to the Customer Services Assistant Manager, the Technician will provide exceptional customer service and technical expertise on all inbound/outbound contact and effectively handle referrals from colleagues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The role holders will be subject matter experts, customer facing in a busy, fast-paced and changing environment and should demonstrate role model behaviours and evidence good customer outcomes.

They will have a strong background in financial services and understand the importance of getting things right first time and support their colleagues to do the same by always demonstrating professional behaviours.

The role holder will resolve queries at first point of contact in addition to any initial areas of customer dissatisfaction.

They will demonstrate accuracy in their work, attention to detail, ensuring written and verbal communications are correct at the first point of contact.

They will support the wider Customer Service and Complaints Teams and provide assistance to the Leadership Team.

Effective teamwork and inclusive, collaborative working is essential.

Flexibility in approach to work and skills is key as requirements may change throughout the course of the day.

Each employee has a responsibility to adhere to Waystone’s policies, procedures and service level agreements.

REQUIREMENTS

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 correct role model behaviours in terms of speedy and accurate customer resolution via the appropriate channels


• Support processes and procedures being kept up to date


• Act as a central referral point for CSC colleagues


• Provide support to the leadership teams as required across Transfer Agency


• Ensure all teams are accountable and respond in a timely manner to customer queries

Governance & Risk

• Technical expertise 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

Experience and Personal Attributes

• Excellent and proven customer service skills in a Financial Services environment


• Up to date financial services industry awareness and understanding


• Experience in feedback delivery


• Ability to act as a coach and mentor to less experienced colleagues


• Influence internal and external stakeholders and clients


• Strong interpersonal skills


• Excellent team working and collaboration


• IOC modules (at least module 1) is desirable