Client Experience Associate

4 weeks ago

Melbourne, Australia FNZ Group Full time

As a Client Experience Associate at FNZ you will plays a pivotal role as the primary point of contact for our valued clients, primarily comprising of investors and advisers. You will be responsible for a wide range of client interactions, encompassing both inbound and outbound phone calls, as well as written communication related to our diverse range of products and services. At the heart of this role is the dedication to enhancing client satisfaction and maintaining a high standard of support. In this role you will work closely with our clients to resolve their queries, provide information, and guide them through their financial needs.

This is a 6 Month Fixed-Term opportunity.

If you have a keen eye for detail, excellent organizational skills, and a passion for providing the highest level of client service, we encourage you to apply.

The responsibilities will include: 

Educating clients on products and services available on our platform and processes in an efficient manner and articulating complex issues in an effortless way.

Responding to incoming omnichannel communication.

Completing administrative processing to support service delivery.

Quickly identifying client issues and delivering relevant and effective solutions, which sometimes involves escalating issues.

Ensuring all queries and requests are actioned to a set standard of service levels while adhering to our KPI and SLA framework.

Collaborating with different business units and thinking outside the box to achieve desired outcomes for our clients.

What are we ideally looking for in a successful candidate?

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, prioritise tasks, and escalate issues when necessary.

You should 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 demeanour 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 is in it for you?

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.

If this role appeals to you, please apply with your cover letter and CV

*Please note we shortlist as we receive applications. We encourage early applications as we may withdraw advertising at any time.

For more information, please

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