Digital Support Administrator in Ipswich

We are looking for a Digital Support Administrator to deliver the best possible experience for Silo/myKillik for prospects and clients. Always showing a passion for Silo/myKillik and helping people to save, invest, and view their investments.

Key Accountabilities

• Support customer queries for the myKillik web and Killik app based services
• Onboard new and existing Killik & Co clients onto Silo
• Understand Anti Money Laundering (AML), Anti Impersonation (AI) and Suitability processes
• Communicate with clients by email and on the telephone to assist with queries and to troubleshoot issues with Killik’s digital services, ensuring that the client receives the best possible experience and within SLA
• Assist the Adviser teams with any queries on the Digital tools available
• Work closely with all divisions of the Digital Support, Product, Delivery, Transfers and Middle Office teams to get to the underlying cause of a problem and gather all the required information to ensure that issues are resolved efficiently
• Help to promote our digital offerings and products to build our client base & assets under management
• Work with other areas of the business to assist with questions regarding the Silo service
• Be pro-active; identify opportunities to improve the client experience in both support processes and in the Killik app
• Respond to reviews on the App Store and Google Play Store
• Assist with the production of marketing lists for the timely dispatch of bulk electronic communications
• Assist clients and Investment Managers with Shareowner Services proxy voting and meeting attendance

Getting Things Done: Delivers on agreed objectives promptly; prioritises workload; remains professional under pressure;

Communication & Sharing Knowledge: Confident, clear and accurate with all communication; maintains accurate records and makes effective use of new technology;

Customer Service: Positive attitude to find solutions in line with FCA principles; Uses customer feedback to improve service;

Effectiveness & Adaptability: Able to maintain a high volume of work, striving for continual improvements; understands individual contribution in relation to corporate objectives; presents a positive image and approach to change; and

Team Working: Shares knowledge, skills and experience with colleagues; understands team goals; is cooperative and supportive of others.

Candidate Profile

Previous experience of providing customer service

Previous experience in financial services is advantageous but not essential

A good understanding of anti-money laundering (AML) principles is advantageous

Excellent communication skills – verbal and written

Will have an interest in Apps

Previous experience with ticketing software is advantageous but not essential