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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates exceptional customer service and technical expertise in the Financial Services and Funds industry, with a strong ability to handle complaints and deliver quality resolutions while maintaining compliance with industry regulations.
Highest-signal resume keywords
Customer Service SkillsComplaint ResolutionFinancial Services KnowledgeInterpersonal SkillsCoaching and Mentoring
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Knowledge in Financial ServicesComplaint HandlingFeedback DeliveryResource ManagementUnderstanding of Breaches and Incidents
Soft Skills
Strong Interpersonal SkillsTeamwork and CollaborationInfluencing Stakeholders
Certifications & Qualifications
IOC Qualifications
Industry Keywords
Transfer AgencyService ExcellenceCustomer ResolutionFinancial Services IndustryFunds IndustrySLA Compliance
About the role
Key responsibilities & impact- Provide exceptional customer service and technical expertise to Transfer Agency clients
- Handle complaints, expressions of dissatisfaction, and colleague referrals
- Support the Leeds Customer Resolution team in delivering service excellence
- Maintain high-quality, accurate, and outstanding customer service for the business, clients, and shareholders
- Support day-to-day technical referrals within the team
- Contribute to daily resource management of cases
- Deliver quality complaint resolutions while meeting or exceeding service levels
- Act as a subject matter expert between operational areas and compliance
- Support broader Transfer Agency teams, the Manager, and the Leadership team
- Review and provide feedback on all aspects of the team’s work
- Handle and resolve customer dissatisfaction through all channels in line with SLAs and industry regulation
- Encourage first-contact resolution of queries and complaints
- Keep complaint processes and procedures up to date
- Act as a central referral point for CSC colleagues
- Ensure teams respond to customer queries and complaints in a timely manner
Requirements
What you’ll need- Strong understanding of the business, financial services industry, and funds industry
- Experience handling complaints and expressions of dissatisfaction
- Excellent and proven customer service skills in a Financial Services environment
- Up-to-date financial services industry awareness and understanding
- Technical knowledge in a Financial Services / Funds industry
- Good understanding of when and how to acknowledge complaints
- Good understanding of how and when to identify breaches and incidents
- Experience delivering feedback
- Ability to act as a coach and mentor to less experienced colleagues
- Ability to influence internal and external stakeholders and clients
- Strong interpersonal skills
- Excellent teamwork and collaboration
- Working towards, or demonstrating an appetite to work towards, IOC qualifications
- IOC modules desirable but not required
Benefits
Comp & perks- Full-time employment
- Hybrid work arrangement