Role Description

As part of our team you will be processing customer requests coming in through mail, email and phone, ensuring the best possible customer experience. You will keep up to date with legislative, product and process changes and build valuable relationships with customers, whilst helping update their portfolios, wraps and bonds. You will also identify and investigate problems to get to the root cause and take appropriate action to escalate or resolve as appropriate. Being process driven, confident and a clear communicator is absolutely central to the role. It’s not even vital that you’ve worked in an office, contact centre or a financial services environment (although desirable!)

Team Responsibilities

At FNZ we live and breathe exceptional customer service and the team work collaboratively to ensure we deliver the experience our customers deserve. As a customer service advisor, you will be an integral part of this team and delivery. We develop our customer service advisers so they can progress within the team and wider business so you can look forward to on going training and support, including an induction.

Experience required

• Have excellent verbal and written communication skills

• Have solid customer service experience

• Are able to problem solve getting to the root cause of a problem and then take action

• Be able to prioritise your own workload and stick to time restraints

• Take ownership and show pride and passion to make a difference to our customers’ lives

• Be competent in managing multiple applications and a range of software including excel and word

Performance Assessment

• MI to demonstrate achievement of agreed productivity levels, reviewed in monthly one to one meeting with team manager

• MI to demonstrate achievement of agreed quality auditing level and maintaining process accreditation

• Mandatory training completed and passed by required data

• Breach MI to demonstrate process and financial transactions breaches do not exceed agreed levels.

About FNZ Culture

Our culture is what drives us. It's at the heart of who we are and everything we do. It's what inspires, excites and moves us forward. Our ambition is to create a culture for growth, one that opens up limitless opportunities for our employees, customers and the wider world. At FNZ we know that great impact is only possible with great teamwork. That’s why we value the strength and diversity of thought in our global team. The FNZ Way is the cornerstone of what we do. It is comprised of four values that set the standard for how everyone at FNZ interacts with each other, with our customers, and with all our diverse stakeholders around the world. Customer obsessed for the long-term Think big and make an impact Act now and own it all the way Challenge, commit and win together Read more about The FNZ Way and our values: www.fnz.com/culture

Opportunities

• Right from day one, you will work alongside exceptional, multicultural teams - experts in their respective fields - who will inspire and challenge you to make your greatest impact.

• Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world’s largest companies;

• Working in a flexible and agile way that meets the needs of the business and personal circumstances;

• Remuneration, significant financial rewards and career advancement is based on individual contribution and business impact rather than tenure or seniority;

• We provide global career opportunities for our best employees at any of our offices in the UK, EU, US, Canada, South Africa and APAC.

Commitment to Equal Opportunities

At FNZ, we recognise that diversity, equity and inclusion are important factors contributing to our success. We embrace the unique perspective and capabilities of our current and future employees, which will help us continue to drive innovation and achieve our business goals. Recruitment decisions at FNZ are made in a non-discriminatory manner without regard to gender, ethnicity/race, faith, age, nationality, gender identity, sexual orientation, marital status, socioeconomic background, disability or military veteran status where all applicants and employees are valued and respected. In addition, we want to ensure accessibility needs are well supported, if you require specific support please advise us.

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About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.