Digital Support Administrator

Ipswich

We require a Digital Support Administrator to help deliver an outstanding customer experience and help to improve the Killik digital services, based on the insights gathered from engaging with customers on a daily basis.

Key Accountabilities

Delivering the best possible experience for Silo/myKillik for prospects and clients. Always showing a passion for Silo and helping people to save, invest and view their investments.

  • Support customer queries for the Silo App and myKillik web and app based services
  • Onboard new and existing Killik & Co clients onto Silo
  • Understand Anti Money Laundering (AML), Anti Impersonation (AI) and Suitability processes
  • Communicate with clients by email and on the telephone to assist with queries and to troubleshoot issues with Killik’s digital services,ensuring that the client receives the best possible experience
  • Respond to clients within the agreed SLA
  • Work closely with all divisions of the Digital Support, Product, Delivery, Transfers and Middle Office teams to get to the underlying cause of a problem and gather all the required information to ensure that issues are resolved efficiently
  • Help to promote our digital offerings and products to build our client base & assets under management
  • Work with other areas of the business to assist with questions regarding the Silo product
  • Assist with transfers of client assets both internally and from other providers
  • Be pro-active; identify opportunities to improve the client experience in both support processes and in the Silo app
  • Respond to reviews on the App Store and Google Play Store
  • Assist in migration of accounts, set up and data cleansing ensuring migration and data quality
  • Assist with the production of marketing lists for the timely dispatch of bulk electronic communications
  • Assist clients and Investment Managers with Shareowner Services proxy voting and meeting attendance

Competencies / Skillset

  • Getting Things Done – Delivers on agreed objectives promptly; prioritises workload; remains professional under pressure.
  • Communication & Sharing Knowledge – Confident, clear and accurate with all communication. Maintains accurate records and makes effective use of new technology.
  • Customer Service – Positive attitude to find solutions in line with TCF principles. Uses customer feedback to improve service.
  • Effectiveness & Adaptability – Able to maintain a high volume of work, striving for continual improvements. Understands individual contribution in relation to corporate objectives. Presents a positive image and approach to change.
  • Team Working – Shares knowledge, skills and experience with colleagues; understands team goals; is cooperative and supportive of others.

Qualifications / Experience Required

  • Previous experience in providing customer service
  • An interest in Apps
  • Applicable experience in Financial Services is useful, but not essential

Contractual Hours

9.00am – 5.30pm, Monday to Friday

Get In Touch

Please send a CV and covering letter to [email protected] with the subject title of the role you are applying for.
Before applying for any of our vacancies, please ensure that you have read and understood our Privacy Information Notice for Candidates. By submitting your CV and cover letter you confirm that you are happy for Killik & Co to process your personal information for the purpose of reviewing your job application.