Client Experience Associate

7 days ago

Melbourne, Victoria, Australia FNZ Group Full time

About the Role

The Client Experience Associate will play a pivotal role as the primary point of contact for our valued clients, primarily comprising of investors and advisers. This role is responsible for a wide range of client interactions, encompassing both inbound and outbound communication related to our diverse range of products and services.

Key Responsibilities

  • Educate clients on products and services available on our platform and processes in an efficient manner and articulate complex issues in an effortless way.
  • Respond to incoming communication.
  • Complete administrative processing to support service delivery.
  • Identify client issues and deliver relevant and effective solutions, which sometimes involves escalating issues.
  • Ensure all queries and requests are actioned to a set standard of service levels while adhering to our KPI and SLA framework.
  • Collaborate with different business units to achieve desired outcomes for our clients.

Requirements

  • Minimum 2 years' experience required.
  • Strong attention to detail is essential to understand customer inquiries, seek clarification, and consistently provide complete and high-quality responses.
  • Good organizational skills are needed to work under pressure, prioritize tasks, and escalate issues when necessary.
  • Possess a natural curiosity, an optimistic attitude, and adaptability to change, showcasing strong problem-solving and analytical abilities.
  • Enjoy collaborating with different business units and thinking creatively to achieve positive client outcomes, while also being capable of working independently.
  • Ability to meet Key Performance Indicators (KPIs) and maintain high-quality performance metrics.
  • Previous experience in a fast-paced Client Service Centre or a high-service-level environment is preferred.
  • Display a warm and friendly image and consistently maintain a positive demeanor when dealing with a diverse client base, including challenging personalities.
  • Strong communication skills are required, both written and verbal, including telephone etiquette.
  • Quickly acquire detailed knowledge of investments and procedures specific to your role.
  • Prior experience within the finance industry is advantageous, and having RG146 or tertiary education is desirable.

What We Offer

  • A hybrid 3+2 model combining working from the office and from home.
  • A competitive salary and excellent benefits, including full comprehensive health insurance, Life insurance, additional annual leave days after your first 12 months, sick days, and more.
  • Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world's largest companies.
  • We provide global career opportunities for our employees at any of our offices in the UK, Czech Republic, Australia, New Zealand, China and more.

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