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.
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.