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Investment Call Handler & Complaints Caseworker

Investment Call Handler & Complaints Caseworker

Posted 13 September by ARC Ltd
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**This role represents a genuine opportunity for people with customer service or sales experience to work for one of the world’s largest Financial Services companies **Our client will consider previous Financial Services, Banking or Insurance experience as well as recent graduates with retail experience and those with call centre / telesales experience **Variety, in that you will deal with incoming product queries and also complaints investigations/casework.

The Company: Our client is a leading Financial Services employer providing long-term savings products and serves institutional and retail investors all over the world. They employ over 5,000 people, managing £150billion+.

The Role: In this role, you will take incoming phone calls from direct customers and IFA’s. You will be expected to respond to a wide range of enquiries which may include information on a customer account, the details about a particular product, the resolution and prevention of a problem, in addition to web navigation and online queries. Every interaction with a customer should be seen as an opportunity to meet the business goal of acquiring new and retaining existing assets, so in line with this you would promote additional products and services, only where appropriate.

This role also requires handling written correspondence and making outbound calls to resolve queries, as well as some complaint handling. The amount of phone time versus customer relations work will vary depending on business needs, but as a rule of thumb, around 85% of your work will be phones based and around 15% of your time will be complaints/casework. Key areas of your remit are as below:

  • Take incoming phone calls within agreed performance and quality standards

  • Make outbound calls to resolve customer queries in a timely fashion

  • Demonstrate high levels of customer focus

  • Remain motivated and focused towards achieving individual, department and company performance goals

  • Always interact in a professional and friendly manner, making sure all aspects of the request are fully addressed and provide relevant additional information as appropriate

  • Make outbound calls to customers and IFA’s to promote additional products and services, seeking feedback

  • Recognise 'key signals’ from customers on enquirers so as to pro-actively promote products and services

  • Complaint handling

Skills / Experience Required: Our client is looking for people with proven customer service or sales experience, ideally within a Financial Services/Banking/Insurance environment, or they will consider those with call centre / telesales experience. In addition, recent graduates with retail experience have done well within the business. The ability to listen and question effectively is very important, as is a confident and enthusiastic manner on the phone. Attention to detail and an analytical mindset are also sought after attributes.

Additional Information: The salary details are available upon application but include a competitive basic salary, an excellent bonus, regular overtime availability and a very strong pension contribution. Hours are based around a rotating shift, alternating between 8am - 4pm, 9am - pm and 10am - 6pm. There is also a requirement to work one Saturday per month, for which overtime is paid at double rate. This is a really strong package for this type of role.

The Investment Call Handler & Complaints Caseworker position is only one of many vacancies we are handling. ARC is a specialist within Financial Services recruitment and the Consultant handling this role has over 20 years experience in this field. Areas of expertise include employee benefits/group risk, compliance, pensions, flexible benefits, paraplanners, sales support, underwriters and IT related roles. We predominately focus on London and The Home Counties, although we have also been successful in offering national solutions and overseas. Check the website and feel free to call Darren Snell at any time.

Required skills

  • Call Centre
  • Complaints
  • Contact Centre
  • Outbound Calls
  • Telesales

Reference: 33811794

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