M And G Careers – Customer Service Executive In Edinburgh

Overview

Position Title: Customer Service Executive

Company: M&G plc

Location: Edinburgh, Scotland, United Kingdom

Job Description

At M&G our vision is: to become the best loved and most successful savings and investment business and we’re looking for people who are excited about joining us on our journey. We’re digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers. To help us achieve our vision we’re looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple.

Responsibilities:

• To constantly identify and embrace opportunities for improvement
• To provide an excellent customer and adviser experience, supporting customers and advisers through new business and servicing journeys across a range of products.
• To actively participate in learning and development opportunities to maintain and update job knowledge and achieve personal and team objectives
• To inform customers and advisers by providing product and service information, answering questions, educating them on the use of the website and explaining procedures.
• Support the testing of IT systems.
• To identify and escalate exceptions and priority issues and manage and resolve customer complaints in line with procedures
• To update customer information and contact interaction history on the system and create work requests for other business units (e.g. Back Office Warsaw) to ensure a seamless service to customers
• To ensure all activities remain compliant with regulatory standards and quality guidelines, proactively assist customers through legislative changes and to identify and provide support to vulnerable customers

Requirements:

• Knowledge of providing customer service to customers and advisers using on wealth management/investment/ wrap platforms
• Knowledge of financial services regulatory & legislatory frameworks
• Excellent knowledge of adviser /customer service processes in Financial (ideally insurance) industry, with special focus on Contact Centre processes
• Detailed knowledge of customer service principles and practices
• Significant experience of customer service and administrative environments preferably in financial services on wealth management/investment /wrap platforms.
• Knowledge and understanding of insurance and investments products (Knowledge of Offshore Bond product desirable, but not essential for the role).