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Customer Support Executive

Created on 21-05-2019
Location London

Description

At Moneyfarm we make investment advice accessible to everyone in a simple and transparent way. Whilst we are a digital wealth manager, an integral part of our business model is our "hybrid" approach of combining our digital service with a human touch.
We are now looking to add an enthusiastic customer support executive to our team. This new team member 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 phone, 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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