Customer Service Senior Associate
To provide a good customer service by accurately processing and authorising a variety of customer transactions, including complex and non-standard transactions. This will be processed within agreed service levels and approved financial authority levels where appropriate.
- Processing transactions to agreed service levels, quality standards and where relevant within agreed financial authority limits.
- Processing non-standard or complex transactions/calculations, including manual processing where required, ensuring that TCF principles are upheld.
- Contact customers by telephone, fax, e-mail or letter to resolve queries/obtain information.
- Deal with customer data ethically and in accordance with FCA requirements.
- Checks the work of others where appropriate to ensure that standards of accuracy, clarity and financial integrity are maintained, and that TCF principles are upheld.
- Provides informal guidance and/or training for colleagues as required.
- Completes independent quality and accuracy checking of work.
- Supports and takes an active role in service improvement/process improvement initiatives or projects as required.
- Assists management team where appropriate.
- Keeps own knowledge of processes, products and appropriate regulation up to date.
- Achieves agreed performance levels
- Implements and maintains personal development plan, and is proactive in own self development.
- Completes performance management documentation in line with agreed timescales.
- Displays key behaviours at appropriate level.
To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed.
The Ideal Candidate
- Good communication and mathematical reasoning skills (5 GCSE’s or equivalent)
- Good understanding of all relevant legislation e.g. Data Protection Act, Money Laundering requirements
- Good understanding of relevant products and systems, including PC skills
- In depth understanding of relevant processes
- Understanding and application of agreed authority limits
- Good customer focus and complaint handling skills
- Good keyboard skills, and familiar with microsoft word and excel.
- Good call handling skills
- Good orginisation and time management skills to prioritise workloads.
Good analytical, problem solving and decision making skills
All offers of employment at IFDS are subject to a pre-employment screen, including 5 year employment history, proof of eligibility to work in the UK, proof of address, credit check and criminal record check
• Reference salary based on experience
• 20 Days holiday (increasing by 1 day for every year’s service up to a maximum of 25 days)
• 6% non-contributory pension scheme
• Life Assurance (4 x salary)
• Single person healthcare
• flex benefits scheme
About the Company
International Financial Data Services (IFDS) is the leading supplier of third-party administration and IT services to European investment clients and their customers. Part of a global group and a joint venture between State Street Corporation and DST Systems, our business has grown ten-fold since inception in 1995 and continues with rapid growth today! We currently offer state of the art solutions across funds, retirement & insurance and investment platforms. We employ over 4000 staff across the UK, Ireland, Luxembourg, Thailand and India.