Customer Care Coordinator, you will be an integral part of the wider Sales Team supporting our Business Partners within our firms to enhance the customer experience.

Responsibilities • Outbound calling our client bank to identify opportunities for our Wealth Advisers

• Ensuring all inbound enquiries and website enquiries are responded to within an agreed service standard

• Effectively identify appropriate customer journey for our clients via the designed triage process Putting the customer at the heart of all decisions and interactions

• Call customers, identifying opportunities for Wealth subsequently booking the lead into a Wealth advisers diary where eligible

• Follow the  Wealth best practices and procedures, in order to maximize opportunities from all avenues of business

• Provide effective communication and handle day to day operational issues, follow up on any corrective action plans.

• Develop business relationships with advisors, ensuring a timely follow up to ensure any leads are dealt with.

• Develop & maintain relationships with national lead or external introducers

• Review business levels, ensuring there is enough activity to achieve target

• Ensure all client information is kept confidentially and secure in line with the GDPR

• Follow the Wealth processes for recommendations

• Responsible for proactive follow up of any Wealth current or new initiatives.

• Understand Wealth central functions and develop relationship with all head office members of staff

• Maintain contact with Proposition Director and Wealth Team to confirm any feedback and action plans.

• Full understanding of all key projects including delivery programme – providing feedback from proactive call out plans.

• Maintain Contact Spreadsheets and produce monthly and ad hoc reports on activity

• Meeting targets and producing results on performance

• Adheres to all company policies and procedures as set by Company and Proposition Director

• Maintain Generic knowledge of the financial services industry inc Wealth and knowledge that is deemed necessary.

• Key understanding of  Wealth systems including CRM and Banking.

• Carry out any ad hoc duties as required by the role.

• Ensure knowledge and understanding in areas of compliance and regulation is maintained as required.

• Support others, share knowledge and be responsible for training of any new members of staff upon expansion

Skills & Requirements

• Knowledge of the Wealth market

• Engaging and empathetic personality with the ability to build rapport quickly with customers and Advisers

• Professional approach and able to influence at all levels

• Marketing and brand awareness when dealing with customers is key

• Exceptional communication skills both verbal and written

• Excellent relationship building skills

• Confident telephone manner with good objection handling skills

• Self-motivated with a positive and “can-do” attitude

• The ability to work to challenging targets and deadlines and to maintain the quality of results whilst under pressure

• Able to work effectively on own initiative

• Advanced excel skills