Customer Service Agent recruitment
Opportunity
Delivery of exceptional customer service for International clients
Responsible for answering enquiries complaints, received from institutions and intermediaries by telephone, fax, email and post
Key responsibilities
Adhere to the 6 TCF (Treating Customer Fairly) consumer outcomes as defined by the FSA
Coordination of distribution agreements
Escalating TCF issues, raising concerns if an assignment acts against these outcomes
Providing investment information e.g. fund performance
Receipt of enquiries and complaints, keeping the customer informed of the progress and resolution of the issue
Researching the reason behind the complaint and identifying route cause e.g. checking account activities, liaising with the Transfer Agent and third party providers
Informing and reporting compliance related issues immediately to their supervisor
Maintaining customer data
Administrative work queue for dealing e.g. scanning, imaging and indexing
Quality checking of data provision files
Updating Implementing Changes to Procedures
Daily Reporting, Dealing information (via Email -Announcement of Current Deals' -Daily Trades')
What we are looking for
Job and Personal Skills
Drive and delivery
Technical ability
Planning and Organising
Identify and fulfil regulatory requirements
Maintain own professional competence
Communication
High attention to detail, high focus on accuracy
Customer Service/Care Focus
Friendliness
Team spirit
Flexibility
Curiosity and Learning
Problem solving
Judgement and Decisiveness
Communication
Qualifications
Economic Trainee ship preferable in the financial industry (bank or investment company)
Knowledge of legislation in the European markets (especially FSA)
Fluent English and German in verbal written form
Experience in a customer service centre environment preferable in the financial
MG is an equal opportunities employer and welcomes applications from a diverse background.
