Customer Service Centre Support Officer

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.