Customer Service Centre Support Officer

Customer Service Centre Support Officer page is loaded

Customer Service Centre Support Officer

Apply locations Newcastle - United Kingdom time type Full time posted on Posted 14 Days Ago job requisition id REQ-13243

Role Description

This role is the first point of contact for all internal and external Customer Service Centre clients, providing initial triage, first line support, routing issues to the relevant FNZ support teams and dealing with initial escalations.

Supporting our valued clients is one of the most important roles within FNZ. As a Support Officer, this role is at the forefront of customer care and will provide a consistently excellent service to our clients whilst maintaining SLAs.

Organisational Design

Customer Service Centre Support sits within the CEO function of FNZ. This position is part of the Figaro and FNZ Securities Support Services team that reports to the Head of Support Services.

Team Responsibilities

• Application Support – ensure that the application is working correctly as deployed.
• Issue Management – analyse, investigate and resolve incidents within published KPIs.
• Provide effective support of issues raised by FNZ clients for Figaro and other FNZ applications.
• Diagnose problems and analyse the system to both resolve issues and improve the service.
• Change Management – deliver changes to data and configuration where required, following all agreed change management procedures.
• Project Handover – keep abreast of new projects coming through the pipeline to ensure knowledge is up to date prior to delivery into production.

Specific Role Responsibilities

Performance Assessment

Experience required

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.

J-18808-Ljbffr