Customer Support Analyst

About InvestEngine

InvestEngine was launched in May 2019 by Gumtree co-founder Simon Crookall. In market shorthand, we are the next-generation investment platform that helps individuals and small businesses control, automate and optimise their investments portfolios. We were the first firm in our sector to launch an investment account for SMEs, income portfolios, and more recently our free DIY investing platform.

About the role

We are looking for a Customer Support team working closely with our UK based teams. We want someone who will focus on getting into the details of problems. Your job will involve dealing with the customers' queries, getting technical with the Developer team, helping our Operations team cover more queries and reach out to more users faster than with any other service. As a small but growing team, we’ll want you to actively participate in all aspects of the business with a ‘can do’ and ‘roll your sleeves up’ attitude. We’re a start-up and you’ll need to be willing to take on responsibility. You’ll be instrumental in the growth of an exciting new service for investors in the UK which we then plan to take international.

You will be

• Supporting customers with onboarding and information requests by communicating effectively in a professional manner
• Performing Account Opening and Closing processing including ISA Transfers
• Supporting other client communication channels, like our Forum and social media
• Knowledgeable about our service and able to explain that to customers in a simple but accurate way
• Managing workflow queues and mailboxes
• Undertaking prompt and appropriate action to address complaints
• Working collaboratively with departments across the business

And with our help

• Ensuring that all client-service related activities are fully in compliance with the processes and procedures for the firm's AML and KYC obligations
• Understand the regulatory requirements relating to Financial Crime, Advice, Complaints and Treating Customers Fairly

What you will need

• Good command of English
• Excellent communication skills, written and oral
• Ability to use own initiative and work independently
• Advanced knowledge of MS Office including Word and Excel
• Procedure and controls mindset and identify improvements to processes
• Experience of working with Helpdesk (we use Zendesk)

What we are looking for

Someone who can fit into a diverse and growing team that shares the desire to succeed. You will be comfortable working autonomously and taking ownership/responsibility of problems and their solutions. We like transparency and communication, especially given that we’re often working flexibly (not just in lockdown), and being open-minded and flexible are key at InvestEngine.

If you feel you're a suitable candidate for this position, please do not hesitate to apply and find out more.