Customer support representative

CV must be sent in english. Who we are: We’re a pan-European digital wealth manager with 128,000 active investors (growing fast) and over £3.5 billion on our platform. With 210 people across 3 offices in Italy and the UK, we’re supported and funded by Poste Italiane, Cabot Square Capital, Allianz and M&G. We started in 2011 in Milan with a simple vision – to help more people improve their financial well-being by making personal investing straightforward and accessible through technology. Fast forward a few years, and we’re known as one of the most innovative fintechs headquartered in the heart of London. Mission To provide investment solutions and advice to protect and grow client wealth through time. Our Core Values: We’ve built our business on three Principles: Relationships are our first asset: We’re one team, built on trust, honesty and transparency. We value our relationships above all else. Trust drives success: We give each other the space to grow. We empower our employees to succeed, so they can make a real impact. Our customers dream big, just like us: We see the bigger picture and we make sure our customers see it, too. We’re always focused on the best outcomes for our clients and for each other, no matter what the goal, or how big the dream What this means in practice: At Moneyfarm, diversity is the foundation of our competitive advantage. We value our employees for who they are – their backgrounds, experiences, talents, knowledge and individual differences. This is what makes us better at what we do. To accommodate our different needs and commitments, we offer flexible working to all. Our individual impact and output is what counts most. Responsibilities Supporting customers through each stage of their investment journey by helping them understand and make the most of Moneyfarm’s unique value proposition and responding to their questions and requests. Providing investment consultants with support on customer-related administrative activities, including following up on pension transfer documentation, verifying bank statements, sending system emails, and updating client details on the platform. Proactively identifying opportunities for Moneyfarm to provide additional value to customers during interactions and escalating relevant opportunities to investment consultants. Consistently improving own knowledge and understanding of the product and platforms. Passing on customer feedback to team members and escalating issues to relevant departments Documenting all customer interactions in our database. Ability to process inbound/outbound customer requests via phone, email and chat. Passionate about customer service and willing to go the extra mile to ensure high customer satisfaction. Ability to balance building relationships with your customers with attention to detail. Confident and personable when interacting with clients. Proven talent for identifying and escalating potential revenue opportunities arising during client interaction. Excellent organisation and prioritisation skills. Must be a self-starter and multi-tasker – while remaining responsible and detail-oriented. Ability to manage workload and accurately perform tasks in a timely manner with a high level of attention to detail. Must have 1-3 years of customer service experience. C2 level of Italian and fluent English verbal and written communication skills. Professional written and spoken communication skills. Nice to have a degree in Economics or similar. A passion for startups and a strong interest in building a career in the Financial Services Industry. Good knowledge of Moneyfarm’s offerings. What we expect from you Interest in wealth management and technology. Excellent organisational skills. Digital savvy. Sharp, eager to learn, to have an impact, initiative taker and problem-solver. Be a team player with a positive ‘can-do’ attitude. The position is for our Milan office. We adopt hybrid working (not remote working). J-18808-Ljbffr