Waystone on cord

Waystone

Senior Customer Resolutions Associate

External position
Leeds, UK
Hiring internally for Waystone?
Finance
Providing certainty in the world of asset management
Posted
3 weeks ago
Checked
cord regularly checks that external positions are still open
3 days ago

Skills & Experience

Job roles: Customer Service Representative
Experience level: Senior
Core skills considered: Customer service, Escalations handling, Stakeholder Management
Other skills considered: Communication software, CX

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: On-site
Visa sponsorship: Not available

Job Description

Reporting to the Customer Experience & Distributor Support Manager, the Senior Customer Resolution Associate will provide exceptional customer service and technical expertise, particularly when dealing with complaints and expressions of dissatisfaction and effectively handle referrals from colleagues.

The role of the Senior Customer Resolution Associate will be based within the Leeds Customer Resolution team and dedicated to supporting the business in providing service excellence to Transfer Agency Clients.

A key aspect of this role is to ensure the Customer Resolution team deliver and maintain high quality, accurate and outstanding customer service to the business, client and shareholder always.

The role is responsible for the day-to-day technical referrals within the team, providing daily resource management of cases, ensuring the team provide quality complaint resolutions whilst meeting/exceeding service levels.

The role holder should have an excellent understanding of our business, the industry and be expert in handling complaints and be able to act as a subject matter expert between operational areas and compliance.

They will support the broader Transfer Agency teams and aid their own Manager and the Leadership team

An ability to provide and effectively communicate at all levels accurate complaint related MI

Demonstrate a keen eye for detail and ability to review and feedback on all aspects of the teams' work


Requirements

Strategic Focus

  • Effectively handle and resolve customer dissatisfaction through all channels and in line with SLAs and industry regulation
  • Encourage and demonstrate active first contact resolution of queries and complaints
  • Advocate correct role model behaviours in terms of speedy and accurate customer resolution via the appropriate channels
  • Ensure complaint processes and procedures are kept up to date
  • Act as a central referral point for CSC colleagues
  • Provide support to the leadership teams as required across Transfer Agency
  • Ensure all teams are accountable and respond in a timely manner to customer queries and complaints

Governance & Risk

  • Technical expertise in a Financial Services / Funds industry (desirable)
  • Good understanding of when / how to acknowledge complaints
  • Good understanding of how / when to identify breaches and incidents
  • Working towards (demonstrating an appetite to work towards) IOC qualifications

Experience and Personal Attributes

  • Excellent and proven customer service skills in a Financial Services environment (desirable)
  • Up to date financial services industry awareness and understanding (desirable)
  • Experience in the delivery of feedback
  • Ability to act as a coach and mentor to less experienced colleagues
  • Influence internal and external stakeholders and clients
  • Strong interpersonal skills
  • Excellent team working and collaboration
Senior Customer Resolutions Associate at Waystone
Position posted 3 weeks ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
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