Purpose of the Role

The Client Services Consultant is responsible for administering amendments to existing investment products and client information, ensuring all transactions are processed accurately, timeously, and in line with Glacier's 
governance and compliance requirements. The role contributes to an exceptional client experience through effective query resolution, attention to detail, risk management, and collaboration with internal and external 
stakeholders.

Role Responsibilities

Overview of Role Responsibilities (Level 1-13)

Customer Service- Level 3 - Process Specialist
Carry out a range of customer service activities, including handling customer cases and inquiries that are more complex or outside the norm.

Product/Service Information- Level 3 - Process Specialist
Provide advanced product/service information.

Resolving Customer Issues- Level 3 - Process Specialist
Respond to basic customer issues, such as returns, and escalate issues appropriately. Supports the Ombudsman process by providing call records, customer communication history, payment information, and explanations related to customer disputes or complaints. Supports the Ombudsman process by providing call records, customer communication history, payment information, and explanations related to customer disputes or complaints.

Customer Relationship Management (CRM) Data- Level 3 - Process Specialist
Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Relationship Management / Account Management- Level 3 - Process Specialist
Make calls (by telephone or in person) to allocated existing customers to maintain relationships. Provide a first point of contact for resolving customer queries and complaints.

Required Skills

Masters Service Conversations - Basic
Works at a basic level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.

Navigates Customer Challenges - Intermediate
Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance.

Builds Customer Loyalty - Basic
Works at a basic level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works under close supervision.

Strengthens Customer Connections - Basic
Works at a basic level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.

Customer Service Delivery - Intermediate
Works at an intermediate level to deliver required services to customers to the required standards. Typically works with guidance.

Maintains the Relationship - Intermediate
Works at an intermediate level to cultivate and sustain positive interpersonal connections, fostering trust, collaboration, and effective communication to support enduring professional relationships. Typically works with guidance.

General Experience

Basic experience of simple office / operational systems (Minimum 2 years)

Education

Required Behavioural Competencies