Senior Customer Service Representative

• Provide exceptional customer service and technical expertise on all inbound/outbound contact
• 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
• 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
• Resolve queries at first point of contact in addition to any initial areas of customer dissatisfaction
• 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

• 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

IOC modules - module 1 is desirable