Waystone

Asset management governance and risk services

Senior Customer Service Representative

Customer SupportConfirmed live in the last 24 hours

Full-timeLeeds, UKNo salary listedIn-person

About the Job

Requirements

The role requires a strong background in financial services or the funds industry.
The role requires a good understanding of when and how to acknowledge complaints.
The role requires a good understanding of how and when to identify breaches and incidents.
The role requires customer service skills and current awareness and understanding of the financial services industry.
The role requires the ability to support less experienced colleagues and influence internal and external stakeholders and clients.
The role requires strong interpersonal skills and effective teamwork and collaboration.
The role holder should demonstrate accuracy, attention to detail, and correct written and verbal communication at first contact.
The role holder must adhere to company policies, procedures, service level agreements, and applicable regulation.

Responsibilities

Handle and resolve customer queries through all channels in line with service level agreements and regulation.
Encourage first-contact resolution of customer queries and complaints.
Promote speedy and accurate customer resolution through appropriate channels.
Act as a point of contact for less experienced Customer Services colleagues.
Provide support to the leadership teams as required across Transfer Agency.
Resolve queries at first point of contact, including initial areas of customer dissatisfaction.
Deliver customer-facing service and technical expertise for inbound and outbound contact in a regulated, fast-paced, changing environment.

Desired Qualifications

Working towards, or demonstrating an appetite to work towards, IOC qualifications.
IOC Module 1 is desirable.

About Waystone

Waystone is a leading asset-servicing solutions provider of institutional governance, administration, risk and compliance services to financial institutions. With over 25 years’ experience and a comprehensive range of specialist services to its name, Waystone helps our clients structure, operate and grow through our expertise, innovation and digitisation, backed by the operational scale to support global expansion

Summary:Reporting to the Customer Services Assistant Manager, the Senior Customer Service Representative will provide exceptional customer service and technical expertise on all inbound/outbound contact.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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

They will have a 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.

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 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

Governance & Risk

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

Experience and Personal Attributes

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
IOC modules - module 1 is desirable

About the Company

Waystone

Asset management governance and risk services

Waystone provides governance, administration, risk and compliance services for the asset management industry, working with institutional investors, investment funds and asset managers to build, support, and protect investment structures and strategies worldwide. It structures and runs investment vehicles, handles regulatory and fiduciary duties, monitors risk, ensures ongoing compliance, and manages administrative tasks, combining advisory guidance with execution across governance, administration, risk and compliance. The company differentiates itself with over 20 years of global experience and an end-to-end, integrated suite of services tailored to asset managers and funds, rather than fragmented offerings. Its goal is to help clients manage and protect their investment structures and strategies so they can pursue their investment goals with confidence.

Company size: 1,001-5,000
Company stage: Growth Equity (Venture Capital)
Total funding: $39.5M
Headquarters: Dublin, Ireland
Founded: 2000

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