Platform Support Specialist

Role Summary

Service and processing expertise to support Sales, Distributions, Operations and the wider business to provide a superior user experience for our customers. Focusing on systems, product and processes in a timely and customer centric manner. Ensure all queries, issues and complaints are actioned effectively through to a satisfactory resolution and outcome.

Key Accountabilities

  • Provide technical support, quality service and advice on propositions to members of Distribution, Operations, Project and wider Embark business.
  • Act as the customer´s point of entry into the organization, take responsibility for the customer experience, resolving and/or escalating their issues and keeping oversight of service delivery to ensure service expectations are fulfilled at all stages.
  • Deliver training to the team to address knowledge gaps and process improvements
  • Identify training needs for stakeholders around the Advance platform service offerings and procedures.
  • Provide a first class experience for customers by continuous improvement and sharing knowledge and expertise with other team members
  • Be proactive and accountable, taking ownership of issues and personal responsibility for their resolution.
  • Gather comprehensive information to support decision making.
  • Demonstrate a rapid understanding of newly presented information.
  • Share information and support activity undertaken by other training leads in order to embed customer centricity at all touch points
  • Communicate convincingly in an engaging and expressive manner.
  • Develop knowledge and understanding of risk and compliance policies and procedures and ensure own work is undertaken to the standards of behaviour and in accordance with policy.
  • Contribute to a positive and supportive team culture.
  • Encourage an organisational learning approach and best practice.
  • Engage with 3rd Party IT Platform and Portal providers to support resolution of issues.
  • Build and maintain strong and effecting working relationships with 3rd Party IT providers
  • Participate in projects as appropriate including support implementation with pre and post deployment smoke testing in addition to appropriate level of communications.
  • Monitor and review financial information, updating where necessary in order to identify any anomalies or discrepancies and ensure management has access to up to date and accurate information.

Key Candidate Requirements

  • Strong customer/stakeholder management
  • Good attention to detail
  • Knowledge of fund platforms, investments, pensions, tax treatment of individual investing
  • Detailed wrap product knowledge and experience of operations within a regulated environment
  • Demonstrated ability to work in a fast paced, constantly changing environment.  
  • Strong communication and interpersonal skills, including negotiation and stakeholder management
  • Ability to work under pressure, managing own workload under time constraints
  • Be able to work independently and in a team environment 
  • Think fast on feet. Able to consider the bigger picture and understand dependencies, constraints and other considerations; not just focusing directly on the issue

Key Candidate 'DNA'

  • Passion to learn and develop
  • Likes challenge and ownership
  • Problem solver rather than problem creator
  • Team Player
  • Adaptable and Resilient
  • Achievement-orientated
  • Commercial
  • Risk aware
  • Passion for detail and quality

Or, know someone who would be a perfect fit? Let them know!


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