Purpose
To provide office based front line telephone servicing and support to the 7IM platform clients.
The role involves extensive direct telephone and email contact with financial planners, paraplanners and wealth managers (intermediaries). The role is about developing strong relationships built on outstanding service for all and any queries that our clients and their client dealings with the 7IM platform.
The role holder will work closely with the Regional Platform Relationship Managers and Operations team to provide excellent customer service to our intermediary practices.
Responsibilities
- Efficiently and effectively answering telephone and email queries from intermediaries, escalating in a minority of cases as appropriate
- Ensuring all calls are answered in a timely manner and dealt with appropriately managing the caller’s expectations where necessary
- Take ownership of queries; analyse, research and provide solutions using knowledge of the systems and processes.
- Servicing assigned intermediary firms in a pooled account service model taking responsibility for specific tasks which are scheduled on a rota basis
- Taking responsibility to ensure all client and intermediary communication is accurate, appropriate and delivered at the right time, including emails, letters and platform updates
- Liaising closely with relevant members of the Operations team to ensure full communication and understanding, minimising errors and maximising service levels
- Planning and organising work flow with the Platform Relationship Manager and Regional teams, especially during client reporting periods
- Inputting, manipulating and maintaining data on the 7IM platform and client relationship management systems to perform required service tasks which can include processing ISA subscriptions and payment instructions in line with HMRC and 7IM policies
- Assisting in the testing of the development of the platform including writing and maintaining user acceptance testing scripts
- Evaluate improve and streamline the processes and procedures for servicing platform business
- Suggesting realistic and appropriate improvements to the 7IM systems and procedures to continually improve service to clients and intermediaries
- Provide input and feedback on improvements to the external facing proposition.
- Ensuring that the FCA policy of treating customers fairly is followed as well working in accordance with 7IM’s mission and tenets
- Other, as reasonably required by your line manager and 7IM
- In this role, it's essential that you consistently follow the FCA's Consumer Duty principles. You're expected to act in good faith, prevent potential harm, and actively support our customers in achieving their financial goals.