Customer Service Analyst

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated, and resolved timely and professionally
• Develop and maintain client portfolio through regular calls and face to face interaction
• Inform clients about problems (system failures, market issues) and provide regular resolution updates
• Advise on and advocate the implementation of process improvement and reengineering to improve client experience
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
• Escalate customer feedback, processing delays and errors appropriately
• Provide coaching, support to team

• Customer service experience
• English (fluent in writing and speaking)
• Organizational skills to prioritize multiple tasks
• Investigative and analytical skills

Relevant experience (business/financial environment) preferred

• Employer paid Defined Contribution Pension Plan contribution of 6% of employee’s pensionable earnings (PPE Program)
• Employer paid Private Medical Care Package for employees and Private Medical Care Packages for certain family members available at preferential rates
• Employee Assistance Program financed by Employer
• Paid Parental Leave Program (maternity and paternity leave
• statutory and 2 weeks additional paid paternity leave)
• Sport Card for employees subsidised via Social Benefits Fund and Sport Cards for certain family members available at preferential rates
• Additional benefits from Company’s Social Benefit Fund, in particular: Holidays Allowance, support for sport and cultural activities, team building events
• Additional day off for volunteering
• Cafeteria/ flex benefit – a company benefits system which enables employees to select and purchase benefits offered by a provider and available for employees on the platform
• Opportunity to receive an annual discretionary incentive award
• Special offers and discounts for employees