Customer Service Operations Agent

Who we are:

We’re a pan-European digital wealth manager with 130,000 active investors (growing fast!) and over £3.7 billion on our platform. With 200+ people across 4 offices in Italy and the UK, we’re supported and funded by Poste Italiane, Cabot Square Capital, Allianz and M&G.

Moneyfarm product offer recently widened with the acquisition of Profile Financial Solutions Ltd (Profile Pensions), the UK digital pension adviser and pensions consolidator with 24,000 customers and over £870m of AUM.

Thanks to the merger with Profile Pension, Moneyfarm will grow into a larger and broader player, with a significant depth of proposition in digital wealth management across the UK and Italy.

We started in 2011 in Milan with a simple vision - to help more people improve their financial well-being by making personal investing straightforward and accessible through technology. Fast forward a few years, and we’re known as one of the most innovative fintechs headquartered in the heart of London.

Mission:

To provide investment solutions and advice to protect and grow client wealth through time.

Our Core Values:

We’ve built our business on three Principles

• Relationships are our first asset : We’re one team, built on trust, honesty and transparency. We value our relationships above all else.

• Trust drives success: We give each other the space to grow. We empower our employees to succeed, so they can make a real impact.

• Our customers dream big, just like us: We see the bigger picture and we make sure our customers see it, too. We’re always focused on the best outcomes for our clients and for each other, no matter what the goal, or how big the dream.

What this means in practice:

At Moneyfarm, diversity is the foundation of our competitive advantage. We value our employees for who they are – their backgrounds, experiences, talents, knowledge and individual differences make us better at what we do. Flexible working opportunities come as standard, but do let us know how we can accommodate your application further.

At Moneyfarm, our aim is to become the leading digital wealth manager across Europe. An integral part of our business is combining human expertise with technology to make investment advice and fully managed portfolios more accessible in a simple and transparent way. 

The role

This role which is based in Preston, Lancashire, will ensure that our potential and existing customers transfer as smoothly as possible from their current provider or fund mix to that which company recommends. Facilitate the setting up of new pensions for potential customers without an existing pension to transfer. The Customer Service Team within the Operations Team will handle all communication with and about our customers.

There will be a requirement to work a couple of evenings each week in order to provide more opportunities for successfully contacting customers.

Main Responsibilities

·       Fielding and responding to queries from current customers by mail, email, phone and chat

·       Fielding and responding to queries about current customers from pension providers, platforms and other third parties

·       Out bound calling current customers, as required by the business, to support conversion, marketing and servicing requirements

·       Directing any enquiries or correspondence, including physical mail, that are not regarding current customers to the appropriate part of the business or third party out-source firm.

·       Working with the other members of the operations team to resolve all issues that our customers experience

·       ensuring that new or transferring funds are eligible

·       ensuring that all the required information about the customer and the transferring pensions has been received and entered into bespoke database, our internal CRM and workflow system

·       completing due diligence and any other required checks such as AML/KYC

·       accurately completing the transfer process to the new fund and/or provider.

They will support colleagues and the wider business. They will contribute to the overall world class customer experience, helping to keep the NPS and other satisfaction measures high. They will model the company behaviours and contribute to a culture of continuous improvement, and deliver accurate work at all times. The company may require them to move between teams, to meet business requirements.

Requirements

Must-Have

The successful candidate will have:

• 1 to 2 years of experience in a similar role gained working for financial services institutions;
• Ability to manage time and own work volumes including excellent prioritisation skills
• Excellent interpersonal and communication skills with the ability to build rapport, engagement and trust
• An awareness of financial services regulatory requirements
• Meticulous accuracy and attention to detail