Client Solutions Representative

2 weeks ago

Melbourne, Victoria, Australia Iress Limited Full time
See yourself being part of a large, transformational change? This could be the role for you

Who We Are:
At Iress, we believe technology should help people perform better every day.

Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level.

From the world's most established financial brands to new and disruptive players, we help improve every aspect of our clients' businesses so that they can work better, every day.

Iress is one of Australia's largest technology companies and employs more than 2,300 people across Australia, United Kingdom, Africa, Canada, France, New Zealand and Asia.


The Role:


As the Client Solutions Representative (CSR), you will develop rapport and maintain strong relationships with allocated clients - Custodians, Fund Managers, Advisers and Investors, with all client expectations continually being met or exceeded in a professional and empathic manner.

You will be responsible for the provision of high-quality service delivery via phone and written correspondence and act as an ambassador and face of the organisation.


What you will be doing:

  • Resolving client queries/escalations inline with agreed timeframes
  • Actively monitoring client service inquiries, identifying any issues and escalating to the Client Services Manager as required
  • Liaising with Advisors and clients to fulfil service and processing requests within SLA's
  • Achieving the agreed client service metrics e.g. average speed of answer, abandonment rate, grade of service (GOS) and delivery of reporting
  • Driving initiatives that to improve efficiencies, automation and overall operational risk reduction

What you will need:

  • Previous experience in the financial services industry is preferred but not required
  • Excellent interpersonal skills and client focused
  • The ability to work independently and proactively
  • Outstanding analytic skills with an agile and innovative approach to problem solving
  • The ability to prioritise multiple requests and meeting deadlines in a timely manner


Why work with us?- 8 paid days per year to extend your weekends- State-of-the-art offices- Equity grants for our top 25% performers- Annual Profit Share when Iress meets its annual profit targets- Access to learning and development programs through Udemy- 3 days' leave per year for charity initiatives- Global 36-hour hackathon- Starting school leave - 8.

5 days of leave to assist your kids with the transition to school- Discounted health insurance premiums- Up to 26 weeks' paid parental leave for primary carers (up to 4 weeks for secondary carers), and the ability to work part-time when returning to work

Employment Type

Employee

Time Type

Full time

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