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Customer Support Representative

Creata il 17-12-2020
Ort London


Who we are:We’re a pan-European digital wealth manager with 50,000 active investors (growing fast!) and over £1.2 billion invested on our platform. With 130+ people across 4 offices in Italy, Germany and the UK, we’re supported and funded by Poste Italiane, Cabot Square Capital and Allianz. We started in 2011 in Milan with a simple vision - to help more people improve their financial well-being by making personal investing straightforward and accessible through technology. Fast forward a few years, and we’re known as one of the most innovative fintechs headquartered in the heart of London. Mission:To provide investment solutions and advice to protect and grow client wealth through time.We are now looking to add an enthusiastic customer support executive to our team.Our core valuesWe’ve built our business on three Principles:- Relationships are our first assetWe’re one team, built on trust, honesty and transparency. We value our relationships above all else.- Trust drives successWe give each other the space to grow. We empower our employees to succeed, so they can make a real impact.- Our customers dream big, just like usWe see the bigger picture and we make sure our customers see it, too. We’re always focused on the best outcomes for our clients and for each other, no matter what the goal, or how big the dream. What this means in practice:At Moneyfarm, diversity is the foundation of our competitive advantage. We value our employees for who they are – their backgrounds, experiences, talents, knowledge and individual differences. This is what makes us better at what we do. To accommodate our different needs and commitments, we offer flexible working to all. Our individual impact and output is what counts most. About the role:In this role you will play a vital role in maintaining our high standard of customer satisfaction, providing a helping hand to customers and guiding them through their investment journey.Responsibilities: - Providing customers with excellent service,via email and live web chat- Supporting customers through each stage of their investment journey by helping them understand and make the most of Moneyfarm’s unique value proposition and responding to their questions and requests - Providing investment consultants with support on customer related administrative activities, including following up on pension transfer documentation, verifying bank statements, sending system emails, and updating client details on the platform - Proactively identifying opportunities for Moneyfarm to provide additional value to customers during interactions, and escalating relevant opportunities to investment consultants - Consistently improving own knowledge and understanding of the product and platforms - Passing on customer feedback to team members and escalating issues to relevant departments - Documenting all customer interactions in our database.Main requirements:- Passionate about customer service and willing to go the extra mile to ensure a high level of customer satisfaction - Confident, personable and fluent in English, with exceptional written and verbal communication skills- Proven talent for identifying and escalating potential revenue opportunities arising during client interaction- Comfortable handling multiple live chats at a time- Excellent organisation and prioritisation skills- Ability to manage own workload and accurately perform tasks in a timely manner with a high level of attention to detail- Interest in wealth management and technology- Prior experience of working in a customer service role, financial services and using Salesforce is desirable but not necessary.
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