Client Services Consultant at FNZ Group

About the Job

Introduction

• This role is an ‘internal’ voice of the client, understanding client queries, seeking clarity where needed and resolving client constacts within acceptable times and agreed quality. The Cleint Services Consultant uses skills and collaboration to resolve client contacts, ensuring every contact is met with a warm response and quality solutions are provided.
• The Client Services Consultant is highly resilient and focused on exceeding client expectation and turning all contacts into a memorable experience. All clients being Raving Fans is the vision of the Client Services consultant who is a brand ambassador that does not leave any query unattended and ensures ownership and feedback are top priorities in servicing and delighting clients.

Purpose for the role

• Works within pressurized circumstances across teams to ensure client contacts and queries are understood and responded on appropriately.

The Client Services Consultant plays a crucial role in achieving Raving Fans through:

• Maintaining solid operational relationships
• Collaborates to ensure understanding and resolution of all client queries.
• Identifies solutions and agrees resolution paths.
• Ensures regular feedback is provided until resolved – owns all contacts.
• Keeps updates within changes in the landscape to ensure solutions are tailored and relevant.
• By nature, is a Completer/Finisher who ensures all queries are resolved on AWD and Service Desk
• Escalates timeously where appropriate, but never hands off ownership.
• Always looking for ways to improve client experience.
• Fosters partnerships to improve cycle time.

Requirement

• 1 to 3 years’ experience in a service-orientated environment
• Experience in the financial services industry is advantageous
• Knowledge of MS Office Suite
• Demonstrative track record of professional client experience in a dynamic industry
• Strong communication (verbal, written) skills
• Problem solving, analytical and collaboration skills to deliver solutions for client and organization
• Take responsibility for achieving objectives with a strong focus on the client experience
• Displays an understanding of client satisfaction best practices
• Displays a team approach through collaboration and support
• Builds and maintains productive relationships within the organization and with clients
• Curious and innovative in driving continuous improvement
• Quality orientated with a 100% accuracy rate within a very robust turnaround time
• Agility and adaptability in a high-pressured, complex environment with tact and diplomacy
• Manage time effectively i.e. engaging internal and partner teams to ensure outcomes
• Self managing and resilient
• Engaging with development teams on new products and solutions to existing issues

Outcomes of the role

• Collaborating with and leading teams without reporting lines to identify solutions
• Ever improving service delivery – both cycle times and quality of interactions
• Solution driven approach to reducing number of queries coming into Silica
• Investigating solutions that increase productivity, service delivery and overall client experience
• Building and maintaining a collaborative partnership with all other divisions within Silica
• Constantly reflecting the culture of Silica
• Contributes to achieving Silica objectives
• Plans and drives collaborative approach
• Creates and maintains good client service relationships with clients
• Consistently high levels of understanding, listening, documenting and efficient client servicing