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Customer Service Senior Associate (Evenings - Part Time)

  • Job reference IFDS/TP/24087/10050
  • Job type Part Time
  • Sector Customer Service, Life & Pensions/Insurance, Wealth Management/Investment Platforms
  • Location Stirling
This vacancy has now expired.

Summary

We are looking for individuals who can commit to working Monday to Friday from 5pm-9pm. 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

Package

  • Reference salary based on experience
  • 20 Days holiday (increasing by 1 day for every year's service up to a maximum of 25 days) Pro Rata
  • 6% non-contributory pension scheme
  • Life Assurance (4 x salary)
  • Single person healthcare
  • Flex benefits scheme

Main Responsibilities

  • Processing transactions to agreed service levels, quality standards and where relevant within agreed financial authority limits.
  • Handling complaints in line with area guidelines.
  • 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

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.

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