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Customer Care Coordinator - Wealth

Derby, Derbyshire
Job Type
6 Sep 2022
Customer Care Coordinator, you will be an integral part of the wider Sales Team supporting our Business Partners within our firms to enhance the customer experience. Responsibilities • Outbound calling our client bank to identify opportunities for our Wealth Advisers • Ensuring all inbound enquiries and website enquiries are responded to within an agreed service standard • Effectively identify appropriate customer journey for our clients via the designed triage process Putting the customer at the heart of all decisions and interactions • Call customers, identifying opportunities for Wealth subsequently booking the lead into a Wealth advisers diary where eligible • Follow the Wealth best practices and procedures, in order to maximize opportunities from all avenues of business • Provide effective communication and handle day to day operational issues, follow up on any corrective action plans. • Develop business relationships with advisors, ensuring a timely follow up to ensure any leads are dealt with. • Develop & maintain relationships with national lead or external introducers • Review business levels, ensuring there is enough activity to achieve target • Ensure all client information is kept confidentially and secure in line with the GDPR • Follow the Wealth processes for recommendations • Responsible for proactive follow up of any Wealth current or new initiatives. • Understand Wealth central functions and develop relationship with all head office members of staff • Maintain contact with Proposition Director and Wealth Team to confirm any feedback and action plans. • Full understanding of all key projects including delivery programme providing feedback from proactive call out plans. • Maintain Contact Spreadsheets and produce monthly and ad hoc reports on activity • Meeting targets and producing results on performance • Adheres to all company policies and procedures as set by Company and Proposition Director • Maintain Generic knowledge of the financial services industry inc Wealth and knowledge that is deemed necessary. • Key understanding of Wealth systems including CRM and Banking. • Carry out any ad hoc duties as required by the role. • Ensure knowledge and understanding in areas of compliance and regulation is maintained as required. • Support others, share knowledge and be responsible for training of any new members of staff upon expansion Skills & Requirements • Knowledge of the Wealth market • Engaging and empathetic personality with the ability to build rapport quickly with customers and Advisers • Professional approach and able to influence at all levels • Marketing and brand awareness when dealing with customers is key • Exceptional communication skills both verbal and written • Excellent relationship building skills • Confident telephone manner with good objection handling skills • Self-motivated with a positive and "can-do" attitude • The ability to work to challenging targets and deadlines and to maintain the quality of results whilst under pressure • Able to work effectively on own initiative • Advanced excel skills
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  • Job Reference: 705457540-2
  • Date Posted: 6 September 2022
  • Recruiter: H2O Recruitment Services
    H2O Recruitment Services
  • Location: Derby, Derbyshire
  • Salary: On Application
  • Sector: Accounting
  • Job Type: Permanent