Role Description
This role is the first point of contact for all internal and external Customer Service Centre clients, providing initial triage, first line support, routing issues to the relevant FNZ support teams and dealing with initial escalations.
Supporting our valued clients is one of the most important roles within FNZ. As a Support Officer this role is at the forefront of customer care and will provide a consistently excellent service to our clients whilst maintaining SLAs.
Organisational Design
Customer Service Centre Support sits within the CEO function of FNZ.
This position is part of the Figaro and FNZ Securities Support Services team that reports to the Head of Support Services
Team Responsibilities
Application Support – ensure that the application is working correctly as deployed.
Issue Management – analyse, investigate and resolve incidents within published KPIs.
Provide effective support of issues raised by FNZ clients for Figaro and other FNZ applications.
Diagnose problems and analyse the system to both resolve issues and improve the service.
Change Management – deliver changes to data and configuration where required, following all agreed change management procedures.
Project Handover – keep abreast of new projects coming through the pipeline to ensure knowledge is up to date prior to delivery into production
Specific Role Responsibilities
Providing first line support within the Support Services team
Be the first point of contact for client-raised issues either via the ticketing tool, or by telephone or email
Log/review and carry out first line duties on issues via the ticketing tool
Assist in the allocation of all new support issues to responsible support analysts and teams
Pro-actively track progression of Business Critical Incidents and update internal stakeholders with progression/resolution summary
Follow up on Incidents where the action is with the client
Appropriately route service requests/enquiries to relevant parties.
Meet first line Service Level Agreement (SLA) expectations
Monitor and police outstanding issues to check correct standards of Incident maintenance, quality and timeliness of communication and agreed SLA levels are being met and to escalate where failings are detected as appropriate
Provide ad-hoc and regular MI reports on BAU support, service and trends
Arrange and run regular client facing support meetings with clients where appropriate
Be responsible for maintaining the Support Services procedural documents and making them available to all staff
Carry out any other Support Services duties that may be reasonably required
Performance Assessment
KPI reporting – issue management performance against KPIs
Customer/Internal Feedback - communication skills, responsiveness, and accuracy of information/analysis may be assessed using feedback
Time Management – Regular tasks/reporting completed accurately and on time
Experience required
Keen attention to detail
Experience of ticket and incident management
Excellent Customer service skills
Good use of Microsoft packages particularly Word and Excel
Experience in Finance, IT or project management desirable but not essential
Excellent organisational, administration and time management skills
Good team communication skills, confident in dealing with internal and external clients
Interest / familiarity with financial markets and products
About FNZ
FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.
We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.
We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).
Together with our customers, we help over 20 million people from all wealth segments to invest in their future.