Offers “HSBC”

days ago HSBC

UK TA Investor Services Administrator

  • Edinburgh (City of Edinburgh)
  • Sales

Job description



Role Purpose

Working within a UKTA Investor Services Contact Centre primarily dealing with inbound telephone enquiries with focus on managing and servicing calls from Investors. The calls will cover retail and institutional investors and telephone dealing could form part of the role from time to time. Whilst the phone work is the primary focus there will be cross over into other areas of UKTA such as the Correspondence team, this will be at the discretion of the Management team. There will also be an element of outbound calls to investors services will typically support multiple Asset Managers with a range of products (OEICS, Unit Trusts, ISAs, Investment Trusts) and there will be quality controls and oversight and maker/checker processes in place.

Impact on the Business

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Be the voice of the customer, maintaining open and transparent communication with customers

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Be a partner of choice for Business Partner in delivering superlative support and service

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Alert all key stake-holders on high risk, sensitive customer complaints that impact the Group's reputation and participate in steps taken to remedy process, policy, systems as applicable.

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Key role for the delivery of a cohesive service to our clients and their investors.

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Day to day processing of activities within the department to ensure that all tasks are processed in accordance with agreed procedures and controls and in accordance with relevant fund parameters.

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Understanding of the business and keeping abreast of development in the market.

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Suggest and implement improvements to the Transfer Agency processes and procedures in consultation with the Supervisor.

Ideal candidate profile



Qualifications :

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Relevant experience in a contact center team dealing with phone, email and written contact with customers is essential

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Previous experience in Investor/Shareholder Services/Transfer Agency or UK Funds industry is desirable.

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Excellent verbal and written communication is essential.

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Demonstrated ability to work under pressure and deadline is essential.

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Relevant experience in the financial services industry is desirable.

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Strong business sense and awareness of the key risk areas of the business.

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Practical experience of process reviews and re-engineering required.

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Strong inter-personal and decision making skills and the ability and vision to drive teams forward and lead from the front.

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Service oriented and customer focused.

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Ability to ensure deadlines, controls and procedures are adhered to.

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Ability to analyze issues, and organize and proactively contribute to the team

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Working knowledge of Microsoft Word and Excel

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Strong attention to detail.

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Flexible and adaptable.

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Ongoing membership and continued professional development is a core requirement of the role including commitment to CPD and ongoing learning (this will likely require membership of an appropriate professional body and continuing development to maintain membership)