Client Services Senior Administrator

Vacancy Name
Client Services Senior Administrator

Vacancy No
VN881

Location Country
Ireland

Work Location

Job Details

The Senior Customer Operations Administrator is responsible for ensuring the timely and effective day to day processing of activity for UPE and UW across the various product lines ensuring that all work items are processed in accordance with compliance obligations and within agreed service standards.

Key Responsibilities

Responsibilities

• Responding to client requests in a timely and professional manner
• Triage emails and assigning them to the correct team within agreed SLA
• Ensure processing of own tasks within agreed SLA
• Meet personal/client service team targets on call handling SLA
• Proactive and reactive contact with customers and advisers, plus any other relevant parties via telephone, letter or email to ensure work is processed efficiently and correctly
• Go the extra mile to engage customers
• Work closely with other departments to help them better understand clients' needs
• Ensure adherence to policies and procedures across the various products and business lines.
• Embrace a risk aware mind-set and ensure any issues / risks are identified and brought to management attention in a timely manner
• Portray a mind-set of continuous improvement and innovative thinking
• Bring ideas and improvements to the table and operate a can-do attitude
• Complete all tasks in a manner cognisant of the following measures: End to end timelines, First point resolution, Removal of waste, Customer effort
• Use initiative for problem solving and identification of improvement measures
• Identify opportunities to enhance customer experience
• Support the roll out of strategic projects and initiatives as required.

Key Tasks

Key Requirements

Required Knowledge, Skills & Behaviours

• At least 2 years relevant experience
• Language: Italian and English
• A strong customer services background dealing with external customers
• Excellent communication and problem solving skills
• Excellent negotiation skills
• Excellent English with proficiency in at least a second language (preferably Italian)
• Exceptional written and verbal communications skills with the ability to work across all departments, clients, and business units
• Commercial awareness
• The ability to communicate confidently - both through speaking and writing - with colleagues and clients from all levels of an organisation
• Goal-Setting and planning. Well organised and solution orientated individual.
• Ability to work in a team
• Ability to promote change
• Client centric approach with focus on creating the best possible experience

Target Grade
USIL Level 3

Group
Utmost Group Limited

Company
Utmost Holdings Ireland Limited

Entity
UHIL - USIL

Business Department
USIL - Customer Operations

Team
USIL - HNW / PB Money In

Control Function (CF)
N/A

Standard hours per week
37.5

Regulated Role
No

Employment Type
Contract

Duration
14-16 months