• Customer Service Agent

    Job Locations UK-Edinburgh
    # of Openings
    Position Type
    Permanent Full-Time
  • Role Description

    A member of high performing Contact Centre/Investor Services team dedicated to being first point of contact for customer enquiries providing an excellent level of Customer Service that exceeds expectations.



    Team player who supports the management team in delivering Guaranteed Service Standards within internal, external and regulatory frameworks.  


    Work will include handling customer enquiries including web chat, telephony, complaints and processing Investor Servicing Administration.


    Hours of Work:

    • 40 hour week. Flexible shift patterns will operate.
    • Operating hours are
      • 8am - 6pm : Monday to Friday
      • 9am - 1pm : on occasional Saturdays



    Role Responsibilties:

    • Customer – dealing with queries via web chat, email, telephone and post to customer’s satisfaction.
    • Compliance – ensure all contacts logged in line with our internal controls and compliance checks applied where necessary
    • Complaints – ensure Complaints dealt within 24hrs if possible and if not regulatory FCA process is followed
    • Service Delivery - to have ability to manage own workload within a demanding environment and ensure your allocated workflow items are administered within Service Level Agreements and Key Performance Indicators are attained.
    • Working with Others – work with team mates and other departments to ensure customer queries dealt with promptly
    • Service -  Training & Competency – Training will be provided across agreed disciplines with regular assessments and discussion relating to Competency attained and quality of outputs
    • Performance Management; your Team Manager will hold regular 1.1 discussions with you; it is your responsibility to own and demonstrate attainment of performance targets.
    • Continuous Improvement; once knowledge attained across our procedures and disciplines look for opportunities to improve our processes in order to improve the customer experience.
    • Personal Development;  take ownership of own development ensuring Training  and Development Plan in place to meet career aspirations
    • Other Tasks; undertake any other projects/tasks as may reasonably be required to facilitate the smooth operation of the company   


    Experience Required

    An individual who is passionate about customer service, an excellent communicator who has good listening skills and can handle varying work requirements at any given time and is keen to be multi skilled rather than one dimensional.


    MUST: experience in either a contact centre environment or financial services.


    An ability to remain calm under pressure and prioritise workloads to meet deadlines and demand, someone  who has an eye for detail and takes pride in quality of work they process as Investor Servicing work will require this mind-set.


    A team player who is driven and is determined to make a difference. An individual who can work on their own initiative but also enjoys being part of a team.   


    Experience of Web-Chat, Complaint Management and Investor Servicing Administration would be beneficial.

    • Experience of  working in a Contact Centre environment
    • Financial  Services experience/background welcome
    • Has handled process administration tasks as well as telephony
    • Knowledge of FSA Compliance Requirements
    • Customer Service, Contact Centre or Financial Services recognised qualifications welcome

    About FNZ

    FNZ is a global financial technology and asset servicing provider which powers the wealth management, administration and custodian platforms for some of the world's leading financial institutions. These customers include life insurers, retail and private banks, asset and wealth managers and financial adviser groups based across the UK, Europe, Asia, Australia and New Zealand.


    We believe that enhancing client engagement, lowering costs, delivering a seamless service and enabling personal solutions are key to helping people achieve their financial goals. We partner with major financial institutions to enable them to provide wealth management services to their clients across direct, intermediated and workplace channels that reflect these principles.


    We develop long-term partnerships with our customers to enable them to get to market quickly with a market-leading digital proposition, transform their customer service offering and grow assets under management across multiple distribution channels.


    Our customers include AMP, ANZ, Aviva, AXA Wealth, Bank of New Zealand, Fideuram Vita, HSBC, Mercer, National Australia Bank, HSBC, Santander, Santander Asset Management, Standard Life, UBS and Zurich.  In all we partner with 42 institutional customers worldwide. 


    FNZ employs over 1,000 people with offices in Edinburgh, London, Bristol, Brno (Czech Republic), Shanghai, Hong Kong, Singapore, Sydney, Melbourne and Wellington.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed