Financial Advisor

  • Yomoni
  • Paris, France
  • Nov 03, 2017
Intern Customer Service

Job Description

About

Yomoni is a management company with technology behind. Since 2015, they have been democratizing savings management by making it simple and affordable. They want to offer sophisticated investment techniques to as many people as possible, thanks to an easy-to-use interface. Incidentally, they hired forty people, raised more than 8 million Euros, and convinced several thousand French to leave them the keys to their savings.

Thanks to Yomoni, people who are not experts in finance place their money as experts, without putting their noses outside and without leaving an arm: everything is done online and the costs are much lower than those of a regular bank. . In concrete terms, Yomoni designs for each of its clients a diversified and low-cost portfolio, with the aim of helping them to save efficiently over the long term, as do the best investors.

They combine technology and management to deliver the best returns to their customers while minimizing their costs. So they do things like asset allocation, portfolio rebalancing, dividend reinvestment, and other financial services that most people find too complicated or too expensive to implement on their own.

Although they are often called robo-advisor by journalists, they feel closer to financial advisors than household robots. They do not use any robot, not even spare. It is therefore real humans who drop the phone when it rings in their Paris office.

Job Description

As a personal savings advisor, you play a key and cross-cutting role at the heart of the customer relationship. In direct interaction with our customers and prospects on different channels (chat, telephone, e-mail, social networks), you provide first-level support by responding to all their requests or by contacting them proactively to offer them your support (support on the discovery of our offer, definition of their savings project, use of our services ...). You intervene throughout the whole chain of management of the customer files by ensuring the smooth running of the operations and the respect of the objectives of qualities and performance defined.

Thanks to your privileged position at the heart of the customer experience, you also contribute to the recovery of the points of blocking and the remarks of the users to allow a continuous improvement of our customer service.

To know more about the details of your missions:

Front: in contact with customers

Provide first-level assistance on the incoming solicitations of customers and prospects through the different channels (Chat, E-mail, Phone, Social Networks):

  • Answer questions about Yomoni, its offer and its services.
  • Accompany prospects in the definition of their savings project and the online subscription process, help customers use their secure space and understand the information available to them (eg management report).
  • Play a facilitator role to help our users overcome potential technical blockages.

Take responsibility for monitoring and resolving the requests assigned to you in accordance with our objectives of quality and response time:

  • Keep the client regularly informed of the progress of the processing of his application when it can not be resolved immediately.
  • Effectively notify external interactions in our customer relationship tool to ensure quality customer relationship monitoring.
  • If necessary, ask for help and / or facilitate the intervention of a Senior Advisor or an Expert from the investment team to best meet the client demand.

Get in touch with customers and prospects who are stuck in the subscription path or on subsequent transactions in order to offer them your help. Use your interpersonal skills to deal with situations where everything is not going as the client would have liked and make him feel that he is always at the heart of our concerns.

Middle: management and monitoring of client files

Ensure the processing and the follow-up of the files of openings and the operations customers:

  • First level controls and validation of the contracts opening documents (supporting documents, consistency of the files, regulatory aspects).
  • Contact and reminders of customers for missing pieces or information.
  • Control and validation of operations related to the life of a customer contract (payments, withdrawals, modification of personal information, modification of management profile ...).

Continuous improvement of the service

Help the team to better know and understand its customers to ensure continuous improvement of their experience:

  • Effectively qualify the questions and difficulties encountered in our CRM tool (Zendesk).
  • Identify and escalate difficult cases that cause a bad customer experience.
  • Share your feedback and suggestions to improve processes and customer journeys.

Required profile

If you recognize yourself in this profile: apply!

True sense of customer service:

  • you always think of the effects that every action / inaction could have on the customer.
  • you are responsive and know how to overcome problems to provide an answer to the customer.