Louis S. Email and Phone Number

• Perform initial triage against all client production incidents • Manage these through to resolution• Perform a detailed analysis issued when needed • Collect and collate evidence and or/ diagnostics and prepare work request submission for relevant project development team • Interface with 3rd party application service providers • Co-ordinate and record any other activities and SME’s required to problem solve issues • Update any issue activity and contribute to… Show more • Perform initial triage against all client production incidents • Manage these through to resolution• Perform a detailed analysis issued when needed • Collect and collate evidence and or/ diagnostics and prepare work request submission for relevant project development team • Interface with 3rd party application service providers • Co-ordinate and record any other activities and SME’s required to problem solve issues • Update any issue activity and contribute to operational procedures• Working on small project development releases via SQL scrips • Perform SQL scrips and write basic enquiry scrips • Make configuration changes from the Project Development team• Attend weekly meetings with clients to discuss outstanding tickets and resolutions • Add new solutions to resolve future enquires relating to the same issue in Show less

• Working within the team providing software support and training to users on Intelligent Office.• Testing new software functionality developed and assisting the quality assurance process. • Contribute content to the Intelligent Office user guide as required.• Thinking of new ideas to improve the processes/ systems which is reported with management • Being the first point of contact for clients for troubleshooting and guidance. • Assist financial advisers with software… Show more • Working within the team providing software support and training to users on Intelligent Office.• Testing new software functionality developed and assisting the quality assurance process. • Contribute content to the Intelligent Office user guide as required.• Thinking of new ideas to improve the processes/ systems which is reported with management • Being the first point of contact for clients for troubleshooting and guidance. • Assist financial advisers with software enquiries regarding bulk valuations, portfolio reports, plans, fact find, fund management, income, fees & commissions, life cycle, work flows• Present training and troubleshooting tips to financial advisers in webinar• Investigating and resolving queries and issues raised whilst seeing through completion. • Logging and resolving enquiries in Salesforce, using own initiative and take ownership to resolve queries. • Creating and reviewing help files to assist clients using the system.• Liaising with the account management team and other key members on thinking of ways to improve business processes and client liaison. • Monitoring the daily valuation reports and cases to detect any defects. • Attending weekly meetings with 3rd party providers to discuss outstanding issues and ways to improve service • Taking ownership of master cases and liaising with 3rd party providers to find the root cause and resolve any valuation, fund feed or plan issues raised.• Generate XML files using AWS Management console and Amazon S3 Show less

• Dedicated support to provide information of a range of questions including available stocks and shares products and management styles, portfolio performance, information on current market movements, dashboard navigation, new promotional offers and account information• Primary point of contact for new and existing clients• Manage customer inbound queries via email, “Nutmail”, live webchat and telephone • Requirement to have ongoing awareness and understanding of changing market… Show more • Dedicated support to provide information of a range of questions including available stocks and shares products and management styles, portfolio performance, information on current market movements, dashboard navigation, new promotional offers and account information• Primary point of contact for new and existing clients• Manage customer inbound queries via email, “Nutmail”, live webchat and telephone • Requirement to have ongoing awareness and understanding of changing market trends and/or movements• Ensure compliance to company and regulatory standards• Produce pension statements for clients, to show payments in, tax relief applied• Responsible for creating and providing clients with valuation reports of existing portfolios, to show portfolio performance, fees, dividends, portfolio overview, gains and losses• Produce client stock activity reports, to show further information on the ETFs (Exchange Traded Funds) held within a portfolio• Generate valuation statements for mortgage applications, for proof of funds held in account• Support clients in any queries they may have for received reports and statements • Ensure client complaints are handled effectively and efficiently, escalating where required Show less

• Supervise call agent team to ensure they are meeting targeted customer service standards • Provide ongoing training on customer service and complaints process• Complaints handling specialist accountable for recording, investigating, responding and reporting for all cases escalated via the complaints process• Liaise with Financial Ombudsman to investigate complaints received by them against the society • Vulnerable customers specialist directly responsible for managing the end… Show more • Supervise call agent team to ensure they are meeting targeted customer service standards • Provide ongoing training on customer service and complaints process• Complaints handling specialist accountable for recording, investigating, responding and reporting for all cases escalated via the complaints process• Liaise with Financial Ombudsman to investigate complaints received by them against the society • Vulnerable customers specialist directly responsible for managing the end to end process for those clients referred through the defined escalation process by call agents • Monitored call reviews/meetings with call agents and provide direct feedback to ensure service level agreements and standards are being met• Provide call agents with training and coaching on lead generation and subsequent sales monitoring• Responsible for ensuring weekly personal and team targets are met • Quality check files to ensure accuracy providing periodic reports to compliance • Produce daily, weekly, monthly M.I. for senior managers• Quorum member of management meetings to review sales generation and compliant management performance against targets • Member of “Customer Forum” which was an initiative by company executives to create and deliver new initiatives to further enhance the service levels provided • Responsible for ensuring accuracy of broker fees on mortgage completions • Process mapping to help drive improvements Show less

• Primary point of contact for existing customers across multiple channels of communication providing support for multiple products• Exceeded monthly targets 3rd party referrals targets for existing customers to services provided by the Building |Society including home insurance, life cover, financial advice and estate administration)• Pro-active outreach to existing clients to provide information on new products and services • Manage account opening and administration process •… Show more • Primary point of contact for existing customers across multiple channels of communication providing support for multiple products• Exceeded monthly targets 3rd party referrals targets for existing customers to services provided by the Building |Society including home insurance, life cover, financial advice and estate administration)• Pro-active outreach to existing clients to provide information on new products and services • Manage account opening and administration process • Ensure any complaints followed the defined escalation process Show less

• First point of contact for potential new customers providing information on savings and mortgages • Liaise with customers and mortgage brokers for new mortgage application• Over achieved against weekly referral to provide new leads to mortgage advisors• Explained new savings products and processed new business applications • Outbound calls to existing mortgage customers to discuss renewing new rate for retention

• Provide customers with support in branch by giving information on products and services • Building and maintaining positive customer relationships including being supportive in times of financial difficulty • Cashier duties including deposits, withdrawals, transfers and foreign exchange • Responsible for management of ATM Cash Machines for the branch • Refer customers to private banking, mortgage advisor, financial consultant or business banking where appropriate • Manage… Show more • Provide customers with support in branch by giving information on products and services • Building and maintaining positive customer relationships including being supportive in times of financial difficulty • Cashier duties including deposits, withdrawals, transfers and foreign exchange • Responsible for management of ATM Cash Machines for the branch • Refer customers to private banking, mortgage advisor, financial consultant or business banking where appropriate • Manage customer complaints in line with company procedures • Ensure compliance to company and regulatory standards Show less