Utmost is seeking a Senior Customer Operations Administrator to join our Client Services team in Navan. In this role, you will be responsible for ensuring the efficient and compliant processing of activities across various product lines while maintaining a strong customer-centric approach.
This is a permanent, full-time position based in our Navan office.
Key Responsibilities
Manage client queries via email and phone within agreed SLAs.
Execute key Client Services tasks such as broker changes, fee adjustments, and ad hoc requests.
Triage, allocate, and resolve queries efficiently while ensuring excellent service delivery.
Meet personal and team service targets for call handling and resolution.
Engage proactively and reactively with customers, advisers, and relevant stakeholders via phone, email, and letter.
Collaborate with internal departments to enhance customer experience.
Ensure adherence to policies and procedures across products and business lines.
Maintain a risk-aware mindset and elevate issues to management promptly.
Contribute to continuous improvement initiatives and suggest process enhancements.
Utilize problem-solving skills to improve efficiency and customer satisfaction.
Support the rollout of strategic projects and initiatives as required.
Desirable Skills and Experience
Relevant experience in a customer service environment.
Italian language is a plus, but not required.
Background in customer service, preferably dealing with external clients.
Strong communication, problem-solving, and negotiation skills.
Strong written and verbal communication skills, with the ability to engage effectively across various departments and business units.
Commercial awareness and a client-centric approach.
Confidence in communicating at all levels within an organisation.
Strong goal-setting, planning, and organisational skills.
Ability to work collaboratively in a team and promote change.
A proactive approach, focused on delivering the best possible customer experience.
Utmost Group is an equal opportunities employer.
Before you give us your personal information it is important that you know what your data protection rights are and how and why we use your personal information. This is set out in the Utmost International Staff Data Privacy Notice which is always available on our staff intranet or you can ask us for a copy.
Where Agency assistance is required, Utmost Ireland will engage directly with suppliers. Unsolicited CVs / profiles supplied to Utmost Ireland will not be accepted for the role.
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