Client Solutions Representative
Location: Melbourne, Sydney
Job Type: Full time
See yourself being part of a large, transformational change? This could be the role for you!
At Iress, we make things happen
We believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. More than 10,000 businesses and 500,000 people use our software, from the world’s most iconic financial services brands to advice firms of all sizes, banks, insurers, investment managers, traders and brokers. Iress is one of Australia’s largest technology companies and employs more than 2,500 people across Australia, The United Kingdom, Africa, Canada, France, New Zealand and Asia.
Build your career at Iress!
The CSR is responsible for the provision of high-quality Custodian, Fund Manager, Adviser and Investor service delivery via phone and written correspondence and acts as an ambassador and face of the organisation. This role is responsible for completing day to day processing requests and responding to client queries within the agreed SLA and for managing allocated client mailboxes.
The person in this role develops rapport and maintains strong relationships with allocated clients, Custodians, Fund Managers, Advisers and Investors, with all client expectations continually being met or exceeded in a professional and empathic manner. This role requires active monitoring of assigned client service inquiries, phone or written, ensuring client response times are met or exceeded, identifying any issues and escalating to the CSM and Management as required.
Some of the awesome things you’ll be involved with:
Client queries and escalation resolution
Receiving and resolving client phone queries
Resolution of queries/escalations in-line with agreed timeframes (Internal and External).
Direct Contact with Fund Managers, Investors and Advisors
Monitor and resolve queries in Client Mailbox and Workflow Systems
Liaise with Advisors and clients to fulfil service and processing requests within SLA’s
Client Satisfaction levels (client feedback and RAG status directly impacted by CST)
Achievement of agreed Client Service Metrics for all clients, investors & advisers e.g. o Average speed of answer o Abandonment rate Job Title: Client Solutions Representative o Grade of Service (GOS) o Delivery of reporting
Timely and effective support provided to clients both internal and external
Timely and accurate delivery of Customer Service Reporting and Metrics
Initiatives that drive efficiencies, automation and overall operational risk reduction
Escalation procedure followed at all times
No evidence of personal and or general advice of any nature
What you will bring:
5 years + experience in the financial services industry
Experience in Operations/Client Service Areas within Funds Management with a portfolio of clients
Knowledge and experience with AML/KYC
Investor/Adviser query resolution experience
Client focus: communicates professionally and proactively, sees issues from customer’s perspective with excellent interpersonal skills
Workload management: capable of working independently and proactively, prioritising multiple requests, timely completion of responsibilities and projects, adapts to changing priorities
Analysis/problem solving skills: thoroughly thinks out and evaluates alternatives, innovative problem resolution, proactive approach, initiative to resolve problems
Communication skills: excellent written and verbal communication, organized thought processes, polite and respectful of others
Judgement: makes appropriate and sound decisions after weighing alternatives; follows policies and procedures; thoughtful consideration for others opinions; logical
Innovation: generates and explores different, imaginative or unique approaches to solve client issues; thinks outside the box
Client management: Proven capability to Manage Client Requests and drive to agreed outcomes
Accuracy: High level of accuracy and attention to detail
Proficient in Microsoft office suite
Why work with us?
6 additional paid days per year to extend your weekends
Flexible working from home arrangements
Equity grants for our top 25% performers
Generous cash bonus for every successful referral
Annual Profit Share when Iress meets its annual profit targets
Starting school leave - 8.5 days of leave to assist your children with the transition to school
Up to 26 weeks’ paid parental leave for primary carers (up to 4 weeks for secondary carers), and the ability to work part-time when returning to work
3 days’ paid leave per year to participate in charity initiatives
Discounted health insurance premiums
Access to learning and development programs through Udemy