Case Handler - Fixed Term Contract

The Orphan Team sits within the Client Services Executives Investor team and acts as a dedicated point of contact for our non-advised Clients using the Wealthtime platform. The aim of the team is to provide service excellence through the mediums of telephone, email, and other written correspondence.
The Investor team are specifically responsible for the support and management of our orphan and vulnerable customer communications.
This role is an initial Fixed Term Contract until the end of December 2024.,

• Demonstrate a strong and supportive customer centric culture, focused on the delivery of excellent customer outcomes for all clients


• Handle inbound and outbound calls and emails from our clients, including engaging with those who require specialised assistance, ensuring that they are dealt with in line with service standards, procedures, and compliance guidelines


• Understanding client's circumstance, providing practical help, solutions and non-financial based advice to those who may be distressed or vulnerable, showing empathy & understanding


• Signposting clients, where applicable to external organisations that can assist


• Demonstrating enhanced listening and questioning skills which encourage clients to share sensitive information to understand support needs


• Understand the highly personal nature of issues faced by vulnerable customers


• Investigate and resolve complex queries/issues within service standards ensuring ownership through to completion.


• To maintain good working relationships with team members and colleagues across the business


• Recognise the importance of working together as a team to maximise department and company results, focusing on developing, implementing, and sharing best practices


• Ensure that the Consumer Duty principles are adhered to, supporting Customer Service improvement initiatives, raising any risks, near misses or areas for concern with either Line Manager or Compliance.


• Responsible and accountable for own personal development - prepare and actively operate personal training/development plans.


You will, from time to time, be required to undertake other activities that fall within your capabilities as directed by management.

Essential:

• Previous Customer Services Experience preferably in Financial Services (min 1 year)


• Previous Telephony/administration experience (min 1 year)


• Strong understanding of consumer duty regulations, specifically orphan and vulnerable customer


• Previous experience of handling Vulnerable Customers (min 1 year)


• Excellent empathy and compassion skills


• Excellent communication skills, including verbal, written and strong active listening skills


• PC Literate, experience of using Microsoft Office including Word, Excel, and Outlook.


• Ability to work well under pressure, and to tight deadlines.


• A proactive and self-motivated mindset, able to be solution focused when faced with challenges.


• Good organisational skills.


Desirable:

• Good understanding of Consumer Duty Principles and Vulnerable Customer regulations.


• Wrap platform knowledge and/or experience (min 1 year).


• SIPP, Drawdown, GIA, ISA and/or Offshore Bond knowledge.
  
  At Wealthtime, we take pride in our role as a multi-award-winning financial technology company, known for our outstanding 5-star service platform. Our journey is guided by our shared values and behaviours: 'Seek Opportunity', 'Nurture Each Other' and 'Simply Get Going.'

With new ownership since 2021 and significant investments of over £17 million, Wealthtime is on an exciting path of growth. Our team, consisting of approximately 300 dedicated individuals, is at the heart of our journey, and we welcome you to join us as we continue to make our mark in the industry.

Competitive Compensation: We offer a competitive salary that reflects your skills and contributions.
Hybrid Working: Enjoy the flexibility of a hybrid work model, balancing the comforts of home with the camaraderie of the office.
Yearly Discretionary Bonus: Look forward to a yearly discretionary bonus as a token of appreciation for your dedication.
Generous Holiday Package: You'll receive 34 days of holiday per calendar year, including bank holidays. Plus, we offer the option to purchase or sell up to 5 additional days per year, tailoring your time off to suit your needs.
Wellbeing at Heart: We understand the importance of your well-being, which is why we offer a Wellbeing day, allowing you to take a break when you need it most, whether it's for your birthday, moving house, or simply pampering yourself.
Professional Growth: We're committed to your professional development and will support and encourage your career advancement.
Comprehensive Health: You and your family's health is a priority for us. We provide a Private Medical scheme that can be extended to full family coverage, an Income protection scheme, and a Life assurance scheme.
Financial Security: Prepare for your future with our Group contributory pension scheme.
Travel with Ease: We offer interest-free season ticket loans to help with travel costs.
Giving Back: You can participate in our Wealthtime Foundation Day to support charitable activities.
Opportunities for Growth: We actively promote internal progression, so your journey with us can take you from agent to team leader and beyond.
Recognition Matters: Our excellent in the moment recognition scheme ensures your hard work is acknowledged and celebrated.
Wealthtime is an equal opportunities employer that places high value on a diverse and inclusive workplace. We recognise that people work in different ways, appreciate alternative viewpoints, celebrate individuality, and cultivate a culture where everyone can be their authentic selves at work. We are deeply committed to fostering a diverse workforce and welcome applications from individuals of all backgrounds, beliefs, cultures, gender identities, ethnicities, sexual orientations, abilities, and long-term health conditions.

Job Types: Full-time, Contract