Subject Matter Expert, Client Services

StashAway is a leading digital wealth management platform that empowers individuals to invest intelligently. We are committed to providing exceptional customer service and support to our clients. We are seeking a highly motivated and experienced Client Service Subject Matter Expert to join our growing team. As a key member of the Client Service Department, you will be responsible for providing exceptional support to our Client Services team, resolving queries, and ensuring a positive client experience. Your deep understanding of banking and financial principles will be crucial in providing accurate and helpful information to our clients.

As a Subject Matter Expert (SME) in our Client Service team, you will play a crucial role in providing expert support and guidance to our users and client services team. You will be responsible for handling complex customer inquiries, resolving issues, and ensuring a seamless user experience.

Responsibilities

1. Client Support:
   1. Provide first-line support to clients via various channels (phone, email, chat).
   2. Handle complex client inquiries, complaints, and requests in a timely and professional manner.
   3. Troubleshoot and resolve client issues related to account access, transactions, investment strategies, and other platform functionalities.
2. Client Service Team Support:
   1. Address agent inquiries regarding ticket and call handling procedures.
   2. Handle first-level escalation calls from clients.
   3. Maintain and update the knowledge base to reflect process changes.
   4. Communicate any product and process changes to the team.
   5. Run training/refresher sessions for the team as necessary.
   6. Assign tickets to agents and segregate tasks daily.
3. Product Knowledge:
   1. Possess a deep understanding of StashAway's investment products and services, including portfolio management, risk profiles, and investment strategies.
   2. Stay abreast of market trends and financial regulations to provide informed and accurate advice to clients and team members.
4. Team Collaboration:
   1. Work closely with other team members and departments to ensure a seamless client experience and efficient issue resolution.
   2. Participate in knowledge sharing and training sessions to enhance team expertise.
5. Process Improvement:
   1. Identify areas for improvement in client service processes and contribute to the development of solutions.
   2. Stay updated on industry best practices and emerging technologies in customer service.

Minimum Requirements

1. Bachelor's degree in Finance, Economics, Business Administration, or a related field.
2. Minimum 4-5 years of proven experience in a customer service or client support role within the banking or financial industry.
3. Excellent communication and interpersonal skills, both written and verbal.
4. Proficient in Zendesk or an equivalent customer ticketing system.
5. Ability to work in a cross-functional team with a diverse group of stakeholders.
6. Comfortable working in a fast-paced, dynamic environment.
7. Experience/track record of improving customer services & performance.