Live Chat Specialist

Investec is a distinctive Specialist Bank serving clients principally in the UK and South Africa. Our culture gives us our edge: we work hard to find colleagues who'll think out of the ordinary and we put them in environments where they'll flourish. We combine a flat structure with a focus on internal mobility. If you can bring an entrepreneurial spirit and a desire to learn and collaborate to your work, this could be the boost your career deserves.

Description of role and key responsibilities

We are looking for an individual that is passionate, detail-oriented and an empathetic problem solver to join our Digital Savings team. You should be passionate about delivering a first-class client experience in a demanding environment supporting clients placing retail deposits with the bank. Whilst your primary responsibilities will be to service clients day to day using a Live Chat capability, you will work with members of the team to help tailor and enhance our product, resources and services to something that really adds value to our clients.

• First line support to Digital Savings clients 8am-8pm Monday to Friday, excluding bank holidays
• Using Live Chat functionality, you will be the first point of contact for:

• Identifying clients who are in vulnerable situations and helping to figure out how we can support them
• Identification and escalation of client complaints in line with Compliance regulation
• Proactively spotting patterns in the frustrations or needs of our clients, identifying where we can update our processes, tools or products to improve client experience
• Driving digital principles and digital adoption
• Creation of knowledge articles for standard quick responses
• User testing of new features
• Sharing experience and learnings within the Live Chat team and wider Operations team

Core skills and knowledge

• Regulatory Knowledge as applicable to role
• To act with integrity at all times and embrace the philosophy of treating our customers fairly
• Knowledge of the customer on-boarding risks including knowledge of the regulatory environment including AML, Sanctions, and Fraud.
• Understand and follow all relevant compliance considerations including the regulatory environment and appropriate processes, procedures and their implications
• Be able to identify any relevant business risks and escalate them accordingly
• Strong communication skills including relationship management skills
• Experience dealing directly with clients and maintaining client relationships, within a service or sales environment
• Previous experience in a Live Chat role

Any other attributes that would be helpful, but not essential for the role

• Ideally up to 2 years' experience in a retail banking environment
• Previous experience in a Live Chat/Customer Service role
• A passionate and energetic service mind-set
• Ability to work under pressure and to tight time frames
• Self-motivated with an ability to work individually and as part of a team
• Good listening skills
• Able to work well in a fast-paced environment
• Friendly and client focused

Embedded in our culture is a sense of belonging and inclusion. This creates an environment in which everyone is free to be themselves which helps to drive innovation, creativity and ultimately business performance. At Investec we want everyone to find it easy to be themselves, and to feel they belong. It's a responsibility we all share and is integral to our purpose and values as an organisation.

We want our people to feel empowered to be themselves in an environment that supports them, enabling them to perform in “out of the ordinary” ways. Our culture places belonging and inclusion at its centre and our work environment is integral to this. If you require any adjustments to support you through the recruitment process, as well as supportive and flexible working arrangements to help you succeed with us, please let our recruitment team know.

Research shows that some candidates can be reluctant to apply to a role unless they meet all the criteria. We pride ourselves on our entrepreneurial spirit here and welcome you to do the same – if the role excites you, please don't let our person specification hold you back. Get in touch!