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Salary intelliflo is a global business that welcomes bold ideas and all points of view. Doing what matters inspires us, and we believe that we grow best – as people and businesses - by working together and always striving to get better without fearing failure.
We’re not looking for a ‘culture fit’. We want you to bring your unique skills and perspectives and add to our culture, not conform to it. This isn’t about finding the person who fits in; we want people who stand out.
Who is intelliflo?
Sound financial advice has the power to transform lives and should be accessible to the many, not the few. intelliflo widens access to financial advice through leading technology that powers the advisory experience.
We use open software architectures and unmatched industry experience to simplify a complex digital landscape and help advisors flourish and grow. Our solutions support over 30,000 financial advisors globally, who represent over three million households with over USD 1 trillion assets.
intelliflo operates independently under its own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry.
Job Description
Your Team
The Customer Support teams primary function is ensuring our customers get the maximum value from their investment in intelliflo products by providing them with functional and technical advice
Your Role
The Customer Support teams primary function is ensuring our customers get the maximum value from their investment in intelliflo products by providing them with functional and technical advice
Your Role
The Support Analysts provide efficient, accurate & personalised support to through the available channels: live chat, phone & community.
You Will Be Responsible For:
- Building strong relationships with Strategic, SMB & Digital customers and understand how they operate as businesses
- Aiming to resolve all cases within the best endeavours timeframes
- Assisting in overflow cover to help 1st line Customer Support Analysts with SMB & Digital customer queries
- Investigating and resolve complex queries that have been escalated by the 1st Line Customer Support Analysts
- Taking the lead and support 1st line in liaising with the learning & development team to create digital content for in-app support & the community knowledge base
- Facilitating regular case call reviews with Strategic Customers
- Triaging Strategic customer defects through to the Customer support developers with supporting zoom recordings
- Coordinating with Customer support developers for data and code fixes
- Completing audit requests to help resolve customer queries
- Assisting 1st line Customer Support Analysts by arranging and running solution training sessions
- Strategic case processing monitored daily, weekly, monthly and longer term and provide key stakeholders with case KPI’s
- Analysing case data through MI reports in the CRM system to identify trends
- Engaging with customer success to assess case trends and intelliflo office usage to enhance the customer experience
- Completing audit requests to help resolve customer queries
- Proactively contacting customers through outbound calls or emails
- Sending emails to customers to update and resolve logged queries
- Engaging with our customers via the Community platform, answering discussion posts & referring to customer ideas
- Recording all interactions to a high level of detail in the CRM system
- Engaging with customers via GLIA co-browsing to accelerate the troubleshooting process
- Testing defect fixes to ensure functionality is working as expected
- Testing new functionality to ensure customer queries can be answered effectively
- Implementing meaningful improvements to drive a positive customer experience
- Effectively solve customer issues by continuously developing product knowledge
- Identify individual knowledge gaps and document them within the training CRM
- Liaising with and supporting other departments with customer queries
- General administrative duties
The Experience You Bring:
- Solid Customer Support experience
- Experience in the financial services industry
- Technical experience is a distinct advantage (SQL etc)
- Ability to solve problems and think analytically
- A customer centric attitude
- Ability to work in a high-pressured environment
Full Time / Part Time
Full time Worker Type
Employee Job Exempt (Yes / No)
No Workplace Model
intelliflo’s workplace model is designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection when possible. Most teams within our England office work 1-day a week in the office, however, most of our teams within the United States and India operate in a remote working pattern. Certain limitations apply. Please consult with your Talent Acquisition contact during the interviewing process.
What’s in it for you?
intelliflo offers industry-leading Total Rewards that help you thrive – in and out of the office, including competitive pay, retirement savings plans, generous health and wellness benefits, and much more.
Our commitment to diversity, equality, and inclusion
Our aspiration is for our workforce to continually reflect the diversity of people and perspectives in today’s evolving society, which we believe is fundamental to our efforts to widen access to financial advice. intelliflo is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity for all job applicants and employees. Individuals seeking employment at intelliflo are considered without regards to race, religion, color, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, military or veteran status; or any other characteristic protected by applicable laws.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.
