Senior Customer Service Representative FTC

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 our 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.

The role holder will be subject matter experts, customer‑facing in a regulated, fast‑paced and changing environment and should demonstrate role‑model behaviours and evidence good customer outcomes. They will have a background in financial services and understand the importance of getting things right first time and support their colleagues to do the same by always demonstrating professional behaviours.

The role holder will resolve queries at first point of contact in addition to any initial areas of customer dissatisfaction, demonstrating accuracy in their work, attention to detail and ensuring written and verbal communications are correct at the first point of contact. Effective teamwork and inclusive, collaborative working is essential. Flexibility in approach to work and skills is key as requirements may change throughout the course of the day.

Each employee has a responsibility to adhere to Waystone’s policies, procedures and service level agreements.

• Effectively handle and resolve customer queries through all channels and in line with SLAs and regulation
• Encourage active first‑contact resolution of queries
• Advocate role‑model behaviours in terms of speedy and accurate customer resolution via the appropriate channels
• Act as a point of contact for less experienced CSC colleagues
• Provide support to the leadership teams as required across Transfer Agency
• Encourage active complaint resolution at first point of contact

• Strong background in a Financial Services/Funds industry
• Good understanding of when/how to acknowledge complaints
• Good understanding of how/when to identify breaches and incidents

• Working towards (demonstrating an appetite to work towards) IOC qualifications

• Excellent and proven customer service skills
• Up to date financial services industry awareness and understanding
• Ability to provide support to less experienced colleagues
• Influence internal and external stakeholders and clients
• Strong interpersonal skills
• Excellent team working and collaboration
• IOC modules – module 1 is desirable