Waystone
Senior Customer Service Representative
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Senior Customer Service Representative
About Waystone
Waystone is a leading asset-servicing solutions provider of institutional governance, administration, risk and compliance services to financial institutions. With over 25 years’ experience and a comprehensive range of specialist services to its name, Waystone helps clients structure, operate and grow through our expertise, innovation and digitisation, backed by the operational scale to support global expansion.
Summary
Reporting to the Customer Services Assistant Manager, the Senior Customer Service Representative will provide exceptional customer service and technical expertise on all inbound/outbound contact.
Essential Duties and Responsibilities
The role holder will act as a subject-matter expert, serving as a customer-facing professional in a regulated, fast-paced, and evolving environment. They will:
- Demonstrate role-model behaviours and ensure good customer outcomes.
- Have a background in financial services, upholding the critical importance of accuracy and timeliness, supporting colleagues in maintaining the same high standards.
- Resolve customer queries quickly at the first point of contact, including escalations where appropriate.
- Maintain accuracy in all written/verbal communications to guarantee correctness from the outset.
- Work collaboratively as a team, promoting an inclusive and cohesive working environment.
- Display flexibility and adapt to changing demands throughout their workday.
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Each employee is responsible for adhering to Waystone’s policies, procedures, and service level agreements.
Requirements
Strategic Focus
- Effectively resolve customer queries through all channels while adhering to SLAs and regulatory guidelines.
- Promote first-contact resolution to minimise repeat complaints.
- Act as a role model for exemplary speedy, accurate customer resolution via appropriate channels.
- Provide mentorship to less experienced colleagues within Customer Services (CSC).
- Offer support to Transfer Agency leadership as needed.
- Resolve complaints effectively at their initial point of contact.
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Governance & Risk
- Possess a strong background in Financial Services/Funds industry.
- Understand appropriate approaches to acknowledge complaints.
- Know when and how to identify breaches and incidents.
- Pursing/starting working towards IOC (Investment Operations Certificate) qualifications (with module 1 being desirable).
Experience and Personal Attributes
- Proven excellent customer service skills.
- Up-to-date financial services industry awareness and understanding.
- Ability to support and mentor less experienced colleagues.
- Strong influence over both internal stakeholders and external clients.
- Robust interpersonal and communication skills.
- Effective teamworking and collaboration.
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