Client Services Representative

Origen Financial Services

Job Brief

We are looking for Client Services Representatives who will work within our Client Services team. The purpose of the Client Services team is to be the lead point of telephone and email contact for clients and prospects needing our advice and services. The team manages both our inbound and outbound customer service and campaign requirements, booking appointments for our Advisers and are the first line response for answering any questions our customers have.


Main Responsibilities

Working as part of the Client Services team, the purpose of the role is to manage inbound and outbound calls and book appointments, as well as respond to customer questions, resolve their issues and guide them to the appropriate service or point of contact. In addition, responding to customer emails that require follow up.


Types of enquiries include:


·         Existing clients and pension scheme members wishing to arrange an appointment with an Adviser.

·         Orphan clients with queries relating to previous business we have carried out with them.

·         Outbound compliant calls with clients and prospects after the launch of a campaign to book appointments.

·         Rearranging existing appointments.

·         Fielding any queries to be dealt with by other departments, such as Administration or our Customer Relations team.

·         General calls into the Company.


  • This role is expected to make a number of calls and appointments. These calls will be a mixture of outbound and inbound calls.

    Candidate Requirements

  • Excellent communication and listening skills.
    Excellent telephone manner.
    Strongly customer focused and be able to manage and overcome objections in a financial services context.
    The ability to relate to people and not get flustered in conversation.
    Accuracy and attention to detail is paramount.
    Resilient and diplomatic.
    Must have knowledge of telephone-based customer services
    Ideally has knowledge of regulations as well as products and solutions sold in the retail financial services market.
    Track record of meeting and exceeding targets
    IT literacy and telephone user skills
    Financial Services experience is desirable preferably obtained in a life and pensions environment.
  • Experience of working in a fast paced and targeted environment.
    Business development or customer services experience.
  • Desirable to have negotiation and objection handling experience.
  • Experience in building and maintaining positive customer relationships.

Interview Process

Stage 1          Short telephone interview with Business Services Manager (optional for Origen)

Stage 2          Competency based face to face interview with Business Services Manager and HR.

Candidate Application Form

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