Senior Customer Resolutions Associate

About Waystone

Waystone is a leading asset-servicing solutions provider of institutional governance, administration, risk and compliance services to financial institutions. With over 25 years’ experience and a comprehensive range of specialist services to its name, Waystone helps our clients structure, operate and grow through our expertise, innovation and digitisation, backed by the operational scale to support global expansion.

Summary: Reporting to the Customer Experience & Distributor Support Manager, the Senior Customer Resolution Associate will provide exceptional customer service and technical expertise, particularly when dealing with complaints and expressions of dissatisfaction and effectively handle referrals from colleagues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• The role of the Senior Customer Resolution Associate will be based within the Leeds Customer Resolution team and dedicated to supporting the business in providing service excellence to Transfer Agency Clients.
  
• A key aspect of this role is to ensure the Customer Resolution team deliver and maintain high quality, accurate and outstanding customer service to the business, client and shareholder always.
  
• The role is responsible for the day-to-day technical referrals within the team, providing daily resource management of cases, ensuring the team provide quality complaint resolutions whilst meeting/exceeding service levels.
  
• The role holder should have an excellent understanding of our business, the industry and be expert in handling complaints and be able to act as a subject matter expert between operational areas and compliance.
  
• They will support the broader Transfer Agency teams and aid their own Manager and the Leadership team
  
• An ability to provide and effectively communicate at all levels accurate complaint related MI
  
• Demonstrate a keen eye for detail and ability to review and feedback on all aspects of the teams’ work

REQUIREMENTS

Strategic Focus

• Effectively handle and resolve customer dissatisfaction through all channels and in line with SLAs and industry regulation
• Encourage and demonstrate active first contact resolution of queries and complaints
• Advocate correct role model behaviours in terms of speedy and accurate customer resolution via the appropriate channels
• Ensure complaint processes and procedures are kept up to date
• Act as a central referral point for CSC colleagues
• Provide support to the leadership teams as required across Transfer Agency
• Ensure all teams are accountable and respond in a timely manner to customer queries and complaints

Governance & Risk

• Technical expertise in a Financial Services / Funds industry (desirable)
• Good understanding of when / how to acknowledge complaints
• Good understanding of how / when to identify breaches and incidents
• Working towards (demonstrating an appetite to work towards) IOC qualifications

Experience and Personal Attributes

• Excellent and proven customer service skills in a Financial Services environment (desirable)
• Up to date financial services industry awareness and understanding (desirable)
• Experience in the delivery of feedback
• Ability to act as a coach and mentor to less experienced colleagues
• Influence internal and external stakeholders and clients
• Strong interpersonal skills
• Excellent team working and collaboration