Blog

A day in the life of.....a Customer Service Officer

September 24, 2018

Shelley is a Customer Service Officer at Assetz Capital and has been with the company just over two years. 

She enjoys running and reads at least 3 books a month, though not at the same time! She is a member of a Horror Club which organises ghost walks and movie nights around the local area. To relax, she enjoys nothing more than kicking back and knitting blankets, so there’s little chance of her or her family getting cold this winter.

Here, we take a look at what a typical day looks like for her…

‘I start the morning off by prepping for the day ahead. I look through any emails I receive from investors and respond to queries that don’t require any further investigation. I then check through my diary to see what the day has in store. This includes diarising any outbound calls for the day and continuing to investigate any ongoing enquiries I have with existing investors.

From around 10am, I start outbound calling. I’ll make a number of calls ranging from helping people to complete their registration to educating investors on how to sweep idle funds on the platform so that they can begin earning interest on them.

Throughout the day, I also engage with our customers on Live Chat. Often, I can resolve their query there and then, but sometimes, it requires a bit more digging - so I arrange to call them back later in the day when I’ve had time to get some more information on their enquiry. It may be that I need to speak to one of the other departments within the organisation to get the required response.

In the afternoon, I am on inbound call duties. I field more questions from investors, most of which I can answer whilst they’re on the phone. Examples include how to deposit money onto the platform or particular queries about loan repayments.

Following a marketing promotion, the inbound call volume rockets and we have an increase in the number of people wanting to invest with us. It’s always a busy time but I really enjoy the interaction with our customers.

I always ask people during the call if they have any feedback for us and encourage them to leave us a review on our Trustpilot site.

All in all, a very productive day working at Assetz Capital.’