Onboarding Specialist

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Job description

Join us as an Onboarding Specialist

• In this key role, you’ll contribute to the delivery of a market leading customer journey in NatWest Trustee & Depositary Services (NWTDS)
• You’ll be planning, managing and delivering the set up of new customers, as well as managing in-life changes throughout their fund's life cycle
• As the first point of contact in the post sales process, you’ll play a vital part in identifying ways to improve our customer experience

What you'll do

As an Onboarding Specialist, within NWTDS, you’ll be coordinating the delivery of technical onboarding processes. You’ll be collaborating with customers and their providers to coordinate onboarding requirements and assisting customers with setting and meeting their business goals.

Additionally, you’ll be:

• Monitoring the onboarding progress, managing issues and identifying and escalating customers at risk of not meeting their goals
• Maintaining an understanding of customer work flows and identifying opportunities to improve and automate business processes
• Updating and maintaining accurate customer records and constructively channelling customer feedback to drive continuous improvement

The skills you'll need

To succeed in this role, you’ll need to have excellent customer service skills and experience of resolving customer issues and queries received through a range of channels. You’ll naturally have excellent communication skills, with a proven ability to engage and articulate customer needs to influence and drive good outcomes.

We’ll also expect you to have:

• The ability to deliver multiple projects simultaneously by developing working partnerships, both internally and externally
• A background of working in a customer success department
• The ability to absorb complex information and implement solutions in a simple way
• Knowledge or previous experience of working in the Funds industry, this would be beneficial but not essential