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