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Senior Associate, Distributor Client Services

Job Introduction

Distributor Client Services (DCS) is a business area specifically designed to service Nominee and Platform providers of DST’ clients.

There are c112 members of staff serving various functions including telephone dealing, dealing with and resolving queries via phone or email, Nominee relationship management, STP (Straight Through Processing), project support and quality checking

Within this role you will be expected to provide an effective & efficient service function to customers via the telephone to all Distributor clients, in line with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)       

Role Responsibility

  • Ensure DST meets their Clients’ expectations, in line with Service Level Agreements (SLA) and Key Performance Indicators (KPI) by servicing Distributor clients via the telephone
  • Able to process deals of large value (in accordance with large deal process) on behalf of Distributors
  • Work with the Manager to drive forward the client services culture of ‘VALUED’ and be the voice of the customer initiative called ‘Putting the client at the heart of…’
  • Demonstrate a high level of understanding of all monitored systems and how they link into other departments inclusive of issue resolution where impacts to other departments occur
  • Must actively seek & respond to feedback. Use service failures both internally & externally as an educator to improve our process, procedures & overall service to the Distributor
  • Actively contribute to team and departmental meetings
  • Act as a referral point for others in the team
  • Coaches and develops new joiners to the department
  • Complete adhoc tasks to support TL / TM and other teams for business needs
  • Communicate business and departmental updates to colleagues for their development and knowledge
  • Deal with team queries and escalations in TL absence
  • Be a role model by adhering to all DST policies and procedures
  • Be a role model by adhering to all DST policies and procedures

 

The Ideal Candidate

  • Financial Services industry experience / experience of working in a FCA regulated environment (Essential)
  • Previous experience within a telephone-based/ written customer services role, providing resolution to enquiries (Essential)
  • Excellent verbal and written communication skills and a confident communicator (Essential)
  • Highly numerate with good accuracy and attention to detail (Essential)
  • Ability to work to strict deadlines and follow strict processes
  • Intermediate keyboard skills to include awareness of MS Office packages
  • Flexibility (overtime can sometimes be required at short notice)
  • A keen interest in investigative work/ service delivery is essential, along with the ability to demonstrate a good use of initiative. 

Package Description

  • Reference salary based on experience and in line with the ACE salary progression scheme
  • 20 Days holiday (increasing by 1 day for every year’s service up to a maximum of 25 days)
  • 6% non-contributory pension scheme
  • Life Assurance (4 x salary)
  • Single person healthcare
  • flex benefits scheme

About the Company

DST Systems, Inc. (NYSE: DST) is a leading provider of specialized technology, strategic advisory, and business operations outsourcing to the financial and healthcare industries. We assist clients in transforming complexity into strategic advantage by providing tools and services to help them stay ahead of and capitalize on ever-changing customer, business and regulatory requirements in the world’s most demanding industries. For more information, visit the DST website at www.dstsystems.com.

DST operates as an equal opportunities employer and we welcome all applications regardless of gender identification, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

DST

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